Case Studies
VW Store Recalls:
We managed a recall campaign for a VW dealership that utilized our Direct Connect auto call system. 38% of the live connect calls pressed 1 to be connected to our call center, we then scheduled the appointment using their web-based system. This was an extremely fast and cost efficient way to create inbound calls and schedule recall appointments. Additionally, we left a message on answering machines with a toll free number for the customer to return the call. 26% of the answering machine messages called back in to schedule the appointment. The 800 number was connected to the same IVR system that we use for their inbound calls.
Jaguar/Volvo/Land Rover Store:
We recently installed BackStop in a Jaguar Volvo Land Rover dealership to take overflow calls from the service department. The dealership took that opportunity to restructure their phone tree, in doing so they put our phone number in at the end of the longest line of prompts. The customer has to go through several phone prompts before the call goes out to us. Since then we are averaging more than 100 scheduled appointments per month! These are calls that would not have been answered by the dealership and could have gone elsewhere for service.
VW Store Auto Calls:
A VW store, that we had already been taking their calls, decided to do an autocall blast for a service special. The calls worked a little too well and quickly overwhelmed their advisors who are the front line for scheduling appointments. The overflow calls came out to us and we were scheduling appointments at the rate of 30 per hour.
Toyota Store Recall:
A Toyota customer of our sent out a mass email notifying customers about the gas pedal and floor mat recall using our 800 # service. The email list was several thousand customers and it generated a tremendous number of phone calls. These calls came directly to our call center and bypassed the dealership switchboard. We were able to handle the inbound traffic (the dealership could have never handled that many calls on their own) and schedule the appointments. We were able to add customer pay service to 25% of the recall appointments.
Some of our current customers include:
