Our client is a leading global aftermarket automotive retailer committed to innovation and service spanning more than 100 years. 

Startek^® established a partnership with the client over the past 9 years, working across multiple business units to deliver multilingual omnichannel consumer affairs and sales support via phone, chat, email and social engagement channels.

Challenge

Our client faced the challenge of transforming their fragmented customer experience (CX) into a consistent omnichannel experience. They were in need of a long-term partner who could evaluate their existing tools and processes and create a roadmap to guide them on this transformative journey. The client also desired a partner who could collaborate closely with their internal teams, extending beyond the contact center to encompass the entire business.

The Startek^® solution:

• Conducted a comprehensive evaluation of existing tools and processes
• Created a roadmap to guide the client towards delivering a consistent omnichannel experience
• Integrated the contact center CRM system with the client's in-house booking system for seamless appointment bookings

The results

• ROI of 367% in 2021
• 15% increase in task efficiency, 70% reduction in cost per engagement
• $20m in revenue generated in 2021
• Over 750,000 voice and non-voice interactions managed annually