Case Study: The Motor Ombudsman achieves 0% missed calls and a 50% reduction in handling time with Natterbox

The Motor Ombudsman's Success Story- Enabling dispute resolution through technology

The Motor Ombudsman, the UK automotive dispute resolution body, struggled with an outdated phone system that wasn’t integrated with their CRM, leaving them blind to daily call volumes and forcing staff to manually search unlabelled call recordings. This caused slow case handling, stressed customers and inefficient use of agent time until they selected natterbox’s global business phone system, which is embedded and managed within Salesforce.

natterbox implemented a fully integrated telephony solution that stores call recordings in Salesforce, provides management reporting and enables remote troubleshooting via its support helpline. The Motor Ombudsman now has a 360° view of 75,000 inbound calls a year, 0% missed calls and a 50% reduction in average handling time, improving case turnaround and overall customer satisfaction.