Case Study: Valvoline achieves a 3.5x ROI and faster, more consistent customer service with NICE Systems

Valvoline™ Drives Away with an Outstanding ROI Using NICE inContact CXone

Valvoline, a 150‑year‑old leader in automotive lubricants and quick‑lube services with more than 1,300 locations, was handling 2.5 million inbound interactions a year through a 180+‑agent contact center. Noisy service environments and agents leaving customers to answer phones created inconsistent caller experiences and inefficient use of staff time, limiting opportunities to convert calls into business.

By centralizing calls on NICE inContact CXone and adding IVR self‑service, omnichannel routing and workforce optimization, Valvoline cut queue times by 10 seconds, improved SLA performance by five points, and eliminated tens of thousands of live interactions monthly. The program generated a 3.5:1 average ROI (up to 5:1 in some centers), paid back the investment in one week, and drove higher customer acquisition, retention, employee engagement and franchise revenue.

Valvoline

Joseph Patrick

System Administrator for the Valvoline Support Center