Case Study: The Motor Ombudsman achieves 50% faster call handling with Natterbox

The Motor Ombudsman cuts call handling time by 50% with Natterbox

The Motor Ombudsman, an automotive dispute resolution body, faced challenges with an outdated phone system that lacked CRM integration, resulting in zero visibility into call volumes and a cumbersome manual process for accessing call recordings. This inefficiency delayed case handling and frustrated both customers and agents. They partnered with Natterbox to implement its global business phone system embedded within Salesforce.

The Natterbox solution provided a suite of management reports and stored call recordings directly in Salesforce for easy access. This integration resulted in a 50% reduction in average call handling time and reduced missed calls to 0%, allowing the previously overwhelmed team to handle 75,000 inbound calls a year more efficiently and professionally.

The Motor Ombudsman