“The internal systems and processes we built and introduced were working well, but we recognised that in order to keep pace with the growth of the company, we needed the help of contact centre specialists and purpose built technology systems.”
Noetica SmartBound™ and Synthesys™ Campaign Management
Drive Change at Cambria Automobiles Contact Centre
Cambria Automobiles plc was established in 2006 and today is one of the fastest growing motor dealer groups in the UK offering new and used cars, commercial vehicles and motorbikes including marque brands such as Aston Martin, Bentley, Lamborghini and McLaren. Its contact centre in Southampton was opened in 2018, and today a team of 14 agents handle approximately 3000 outbound calls each day, providing valuable after sales service to the guests of its 50 franchises, notifying them about vehicle servicing, MOTs etc.
As Cambria continues to expand so too does the demand on its contact centre, as its Information Technology Director, Chris Taylor, comments: “The internal systems and processes we built and introduced were working well, but we recognised that in order to keep pace with the growth of the company, we needed the help of contact centre specialists and purpose built technology systems.”
Noetica, a British company, developing software products for the global contact centre market was recommended and a short pilot followed. This instilled the confidence to advise Cambria’s Board of Directors to authorise the switchover. In just 10-days Noetica’s SmartBound™ outbound technology fully integrated with its Synthesys™ campaign management software was live across the entire contact centre. In doing so, Cambria now had a powerful system that would replace the need for agents to dial each call with an automated predictive dialling solution, that would optimise agent productivity. Furthermore, with tight integration with Cambria’s CRM system it would prioritise calls based on the criteria they set.
Chris explains: “Noetica gave us the control to assign each of our guests with platinum, gold or silver status, based on parameters such as how often they interact and services provided. Calls to these guests are automatically prioritised, dialled and presented to the next available agent, whose only task is to focus on delivering service, support and sales.”
To ensure every guest receives a truly world class experience, should they not answer the initial call, but call back later, Noetica’s Call Blending engine within SmartBound™ ensures that where possible the call is automatically routed to the same agent who left the voice message.
Cambria has also transformed how the performance of the contact centre is observed, replacing manual processes with Noetica’s fully automated real-time monitoring. Chris adds: “We now have comprehensive insights into our performance that enables us to quickly pinpoint areas requiring improvement or identify opportunities.” He concludes: “Noetica ticks all of the boxes. Our contact centre now has the infrastructure and agility to scale and we are in the process of recruiting more agents. What’s more, it has opened the door to broadening the range of services we are able to provide the business and our guests.”
“We now have comprehensive insights into our performance that enables us to quickly pinpoint areas requiring improvement or identify opportunities.”