Case Study: Centrale Automobile Chérifienne achieves 95–97% reachability and 24/7 customer service with Vocalcom Salesforce Edition

Centrale Automobile Chérifienne Delivering exceptional service for premium customer experience

Centrale Automobile Chérifienne, a leading Moroccan automobile dealer for brands like Porsche, Bentley, Audi and Volkswagen, faced fragmented customer interactions across multiple departments while managing a high volume of business (about 16,000 cars delivered per year). To digitize processes and improve service quality, CAC selected Vocalcom and deployed the Vocalcom Salesforce Edition to centralize customer service for its 15 agents and better handle inbound and outbound interactions.

Vocalcom’s Salesforce-native cloud contact center (CTI, IVR, click-to-dial, reporting and real-time supervision) was integrated into CAC’s Salesforce CRM, enabling agents to manage all channels from a single interface and support rapid shift to remote work. The implementation raised reachability to 95–97%, increased handled calls from ~4,000 to 9,000 per month, provided 24/7 availability during COVID confinement, and delivered measurable gains in handling/post-handling time and quality monitoring through dashboards and recordings.

Centrale Automobile Chérifienne

Anouar Abdessadek

Head of Digital Transformation & Customer Experience Department