Case Study: Automotive Company achieves 200% ROI with STARTEK omnichannel customer service

Automotive Company - Customer Case Study

Automotive Company, a major manufacturer of auto and truck parts, wanted to improve customer service and engagement across retail locations and digital channels. STARTEK was brought in to address inconsistent customer engagement silos, including inaccurate call routing, unanswered peak-time calls, incomplete tracking from outsourced contact centers, and uneven web self-service and chat experiences.

STARTEK implemented an omnichannel customer experience strategy using contact center services, omnichannel engagement, and customer intelligence analytics, supported by a crawl/walk/run rollout. The results were strong: STARTEK helped cut cost per engagement by 72% from $12.54 to $3.54, generated nearly $10 million in annual engagement-influenced revenue, delivered $7.2 million in matchback revenue, and produced $4.5 million in post-engagement revenue from retained customers.