Omnichannel contact centre moves customer service into top gear.

An A-Class experience.

Sandown Group has been selling and servicing the prestigious Mercedes-Benz and smart vehicle brands since 1985. With six dealerships across the south of England, it continues to thrive, winning multiple industry awards for outstanding customer service.

The challenge

When Paul Fletcher, Group Customer Relationship Centre Manager, joined Sandown in 2015, it was clear that the contact centre systems were disjointed. The web chat, email and callback solutions were all standalone products handled by different third-party suppliers, making access to metrics and reporting complex and time consuming. They needed to simplify.

The solution

After careful consultation and collaboration, Bistech implemented a state-of-the-art contact centre solution. The omnichannel platform includes fully integrated web chat and pulls all customer interactions into a single interface. Bistech’s bespoke web lead callback app completes the solution.

The benefits

With everything now in one place, Sandown has the presence information, visibility and metrics it needs to prioritise workload and manage agents more efficiently. The web form callback app has also enhanced efficiency, automating calls within seconds of the initial customer enquiry — providing a ‘wow’ factor and increasing sales conversions.

The solution has enabled Sandown to improve customer experience while handling a 6,000 call increase, without needing to employ additional staff.

One of the many things Sandown has achieved since the implementation was winning the Mercedes-Benz ‘After-Sales Team of the Year’ — a testament to the hard work and dedication of its team.