Case Study: Copart achieves 20% higher reachability with virtualQ

A 20% higher reachability plus enthusiastic cooperation partners due to practical callback function as a competitive advantage

The customer, Copart, a German online auction platform for vehicles, faced a significant challenge when an unforeseen emergency led to a massive surge in inbound calls. Their existing phone system could not handle these call peaks, resulting in poor reachability, long wait times for customers, and a strain on their outbound-driven business. They turned to the vendor, virtualQ, to implement its callback solution to quickly manage this crisis.

virtualQ implemented its intelligent callback solution, featuring a web widget that allowed website visitors to schedule a callback at a specific time. This approach smoothed out call peaks by distributing them based on staff capacity and historical data. The results were highly successful, increasing reachability by 20%, enabling the same team to handle both inbound and outbound calls, and providing a competitive advantage that thrilled their cooperation partners.

Copart

Axel Hager

Head of Customer Care