Forging a global auto favorite’s robust dealer relationships.

The background.

This world-renowned German auto multinational sought to lead on dealer loyalty, cementing the productive partnerships fostering its global success. To set their brand apart, they’d need a specialized service provider to transform their dealer relations, empowering their core team to deliver best-in-class assistance with crucial tire and part inquiries alongside other satisfaction-boosting interactions.

In order to impress demanding dealers and improve relationships, our clients required expert agents ready to resolve issues as they arise, swift and precise responses to large-scale communications, and seamless coordination across suppliers, warehouses, and logistics departments. The vendor selected would have to ensure continuous improvement in support processes and strict adherence to service specifications to cement confidence and trust amid significant market fluctuations.

The solution.

Our brilliant client selected Transcom’s team for a comprehensive custom solution. In transforming the auto favorite’s support line, we identified and strategically targeted three key areas: adaptability, personalization, and performance. First, our experts meticulously designed a service configuration to optimize quality and flexibility at once. We established a dedicated team of 15 top-tier customer-experience agents, complemented by 5 flexible Work@Home counterparts deployed during emergency peaks to ensure maximum responsiveness.

Next, we immersed agents in a client-focused environment at our site to ensure integration with the auto giant’s culture and offerings. Combined with precise identification between dealers and agents this created a fully branded and personalized experience. Finally, we maintained an intense focus on improved agent performance, bringing this to fruition through hyper-efficient onboarding facilitated by cutting-edge technologies, continuous training and coaching via our live learning platform, and robust governance including regular goalsetting and progress updates.

The results.

Transcom’s dealer support revamp made a measurable and substantial contribution to the German auto champion’s success by ensuring prime, flexible support that global dealers could rely on, even amidst technical campaigns and periods of dramatic growth. Our capabilities instilled such confidence that our client continues to relieve internal staff of more support duties, shifting these over to Transcom’s experts.

Our unwavering commitment to excellence meant we consistently exceeded defined KPIs and project goals, directly enhancing our client’s performance through valuable dealership alliances. On a scale from 1 to 6 with 1 being the highest score, Transcom’s support hotline earned an outstanding 1.3 - equivalent to 94%- on satisfaction directly from our client’s dealers, cementing and expanding resilient partnerships for years to come.