Case Study: Leading Auto Manufacturer boosts customer loyalty and sales with TTEC

A leading auto manufacturer drove customer loyalty with an integrated approach to customer experience

Leading Auto Manufacturer, a major global automaker with millions of customers, was struggling with poor customer satisfaction despite strong engineering and manufacturing. TTEC was brought in to address a fragmented customer service environment built on disconnected legacy systems, spreadsheets, and inaccessible data, making it difficult to manage cases, share information, and deliver a consistent customer experience.

TTEC implemented a Salesforce cloud-based CRM solution that centralized customer interactions, integrated with legacy and back-office systems, and enabled real-time reporting and customer outreach. The results were significant: customer inquiry handling time dropped 36%, daily call capacity increased 18%, and the lease loyalty program generated $13M in incremental profit in 2016, with 49% of lease transfers converting to sales and $461M in incremental new sales profit to date.