OPENLANE Europe routes every customer enquiry to the right agent
One routing flow for enquiries in 15+ languages
Key results
- up to 50% less time before customers get an answer
- +9% call answered rate
The client
OPENLANE Europe is an online marketplace where sellers of used vehicles meet professional buyers from across Europe. Its customers speak many languages and expect fast answers.
The challenge
Enquiries came in by email and phone, in more than 15 languages. Sales, customer service and claims each handled their share, but no central process classified, prioritised, assigned, tracked and closed them.
That had a cost. Answers took longer than they should. Departments had little view of what the others were doing. Agents spent too much time on simple, repetitive questions, and both sales performance and customer satisfaction suffered.
What we did
A new case management model. We redesigned how customers and cases are managed in Service Cloud, so every enquiry has an owner, a priority and a status.
Smart routing for every channel. Phone, web, email and messaging now follow the same routing. Each enquiry lands directly with the right person, based on skills, capacity and business priority, instead of being passed from desk to desk.
Automation for frequent cases. The most common case types are resolved automatically, which frees agents for the enquiries that need a person.
A chat channel with a chatbot. Customers get answers to common questions straight away, without waiting for an agent.
The result
Because every enquiry lands with the right person first time, customers wait up to 50% less before they get an answer. The call answered rate went up by 9%.
Sales, service and marketing teams now share one consistent view of every customer interaction.
