case study:

objective

Efficiently route calls from customers who are responding to national campaigns – without using a call centre

ensuring a smooth customer journey 

solution

Utilised ‘Geo-Route’ technology to route the caller to their nearest retailer

This detected the caller’s location, then determined which 3 retailers (by proximity) should be offered to the caller

outcome

Requirement for call centre costs eliminated – would have been previously used to direct calls locally from national campaigns

Customer journey time reduced

See when each call was made (date/time), which number they called, where they were routed to, where they called from, whether it was answered and how long the call lasted
learnings

Call routing ensures a smooth customer journey and allows you to demonstrate the value of national advertising to your dealers by showing them how many enquiries they receive.

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