The Luxury Car Manufacturer

THE CLIENT 

As the most recognised and respected name in car manufacturing, with 125 years of engineering innovation, this client required a top class customer service team to match their reputation for perfection. This partnership lasted 21 years.

THE CHALLENGE 

The challenge of this client was multi-layered. To support their reputation for creating cars that “are as individual as the people who drive them” it was paramount that RSVP treated this client’s customers as individuals each with their own discerning requirements. With a range of vehicles covering cars, vans and trucks, in depth product knowledge was key to fulfilling the needs of this client. It was important to embrace new customers with a warm welcome that met their individual needs, but equally important to ensure that existing customers felt a part of the ever-growing family of the brand.

This client needed 24-7 front line customer service, along side outbound activity, data entry and brochure fulfilment. 

THE SOLUTION

 The dedicated team of RSVP agents, trained extensively in the products and brand philosophy, were furnished with a wealth of information by the RSVP CRM about the vehicles driven by an individual, their existing relationship with the brand and their enquiry history. This enabled us to deliver a personal experience every time and ensure that every individual was made to feel valued.  

RSVP handled all direct response inbound calls from all national marketing activity (circa 120,000 calls per year). Outbound activity included prospecting marketing calls that generated around 300,000 test drives per year, prequalification calls to qualify coupon/web test drive requests, lost sales calls to follow up leads that had received a test drive but failed to purchase and around 30,000 retailer follow-up satisfaction calls. Data capture included web brochure requests (circa 95,000 per year), and coupon responses from all marketing activity (circa 80,000).

In addition to this, RSVP managed a fulfilment centre that was responsible for the packing and despatch of all brochure requests for both the UK and overseas. An average year would see the RSVP fulfilment centre send out around 130,000 brochures with covering letters.

 As the front line of customer service, we also handled complaints and general enquiries. 

To help manage this wide variety of challenges we synchronised our CRM system with our client’s customer database and the DVLA’s vehicle records. This put us in the centre of a three-way information highway that enabled us to maximise the first contact resolution rate. 

To the client we provided both detailed marketing response reporting and analysis and outbound reporting analysis.