Typically the vehicle dealership business model allows for walk-in customer traffic to be given preference over inbound - telephone -customers. As a result Inchcape found that they were missing out on potentially valuable sales opportunities. In addition their dealer network provided an inconsistent level of post-sale customer service and, as a result, it was decided to develop a dedicated, centralised call centre function.
Connect provided a centralised call centre platform and an outbound dialler solution able to contact customers post sale, partly for customer service and partly to up-sell other products like extended warranties and service options. The model was initially launched in the UK market followed by a global, single platform, rollout.