Case Study: Automotive Company achieves $50 Million Profit Increase with TTEC

Automotive Company - Customer Case Study

Automotive Company was struggling with a poor customer experience and a fragmented, disconnected information system that was driving inefficiency and contributing to dead-last rankings in J.D. Power customer experience measures. TTEC partnered with the client to address the challenge with a better CRM and database solution.

TTEC implemented an integrated Salesforce Service Cloud CRM and database platform that consolidated eight lines of business into a single customer experience system, aligning customer and dealer data with legacy back-office systems. The results included integration of information on 21 million customers and 16 million vehicles, one million daily record updates, about 200,000 proactive outbound contacts per day, a 10% increase in sales conversion rates, and more than $50 million in incremental profit in the first year.