Case Study: ADAC saves over 300,000 waiting minutes with virtualQ

Intelligent callback management ensured more cost-efficient planning in several departments and significant increases in customer satisfaction

The customer, ADAC, a German automotive association with over 21 million members, faced significant challenges with long waiting times on its central hotline. An inefficient call center and a shortage of skilled workers led to poor customer service. ADAC partnered with the vendor virtualQ to implement its intelligent callback management system to create a positive customer experience and flatten contact peaks.

virtualQ's solution was implemented in under two weeks with little to no IT effort. The callback system saved over 300,000 waiting minutes for customers within six months, leading to a significant increase in customer satisfaction and a positive ROI within just six weeks. virtualQ also enabled more cost-efficient staff planning and helped ADAC compensate for the industry-wide shortage of skilled workers.

ADAC

Gerrit Pohl

Chief Digital Officer