An A-class experience.

Omnichannel contact centre moves customer service into top gear.

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.

In 2015, it was identified that the contact centre systems were disjointed. With web chat, email and a call-back solution all standalone products handled by different third-party suppliers, Sandown decided they needed to pull everything into one interface and create a complete omnichannel solution.

After careful consultation and collaboration, Bistech implemented a state-of-the-art contact centre solution. The omnichannel platform now pulls all customer information into one interface, as well as the ability to integrate a web chat solution into the same system. Furthermore, the bespoke call back solution automating call backs from web forms enables agents to contact those same customers within 20-30 seconds, increasing sales conversion rates.

With everything now in one place, Sandown has improved its customer experience, with abandoned call rates below 3% and 93% of calls answered within 30 seconds, 7% up on last year. The new solution has also enabled Sandown to handle a 6,000 call increase, without needing to employ additional staff.

One of the many things Sandown went on to achieve since the implementation was to win the Mercedes-Benz “After-Sales Team of the Year" – a testament to the hard work and dedication of the team at Sandown.

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