Case Study: Parkway Volkswagen boosts customer service and staff productivity with Node4 contact centre software

Parkway Volkswagen - Customer Case Study

Parkway Volkswagen, a leading Midlands Volkswagen dealer with sites in Derby, Leicester, Kettering and Northampton, needed a single platform to make its centralised contact centre more productive. As customer enquiries increasingly arrived by email, the team lacked reporting tools to track email volumes and response times. Node4 Ltd, working with Zeacom contact centre software, was brought in to help improve communications and operational visibility.

Node4 Ltd implemented contact centre software that added web chat, improved email handling, and introduced real-time monitoring and reporting. The solution enabled agents to prioritise correspondence, manage workloads and call volumes more effectively, and allowed managers to identify activity peaks for better rota planning. The result was faster response handling, stronger customer service, and increased staff productivity, with Parkway Volkswagen also planning to extend the platform to social media channels.

Parkway Volkswagen

Sean Booth

Managing Director