As Tusker expanded, it saw a dramatic increase in customer inquiries, averaging 1,600 calls per day with peaks between 200 to 430 calls per hour. The inefficiencies of the existing system, plagued by frequent outages and a high volume of repetitive queries, such as "When will my car be ready?", significantly increased operational costs and the fear was that it would begin to affect customer satisfaction negatively.

In response to these challenges, Tusker partnered with Onecom to implement a state-of-the-art contact centre solution powered by Five9's Contact Centre as a Service (CCaaS). This strategic collaboration aimed to transition Tusker from an outdated on-premises system to a modern, cloud-based platform, thereby enhancing efficiencies and elevating service standards.

The new solution included the introduction of an intelligent Interactive Voice Response (IVR) system designed to streamline the customer journey by efficiently directing customers to the appropriate service channels, thus significantly reducing wait times. The system was also seamlessly integrated with Tusker’s existing CRM, enabling real-time data access and a comprehensive view of customer interactions. This integration facilitated more personalised and informed customer engagements. Additionally, AI technology was employed to categorise queries automatically and route complex issues to live agents, effectively reducing the workload on customer service staff and enhancing response efficiency.

The implementation of automated systems and intelligent routing markedly improved operational efficiency, reducing the total number of calls requiring live agent interaction by 14.4%, with a direct reduction of 21% in calls due to the automation of routine inquiries. These enhancements led to significant cost reductions, in operational costs. Additional savings were realised from reduced call handling times and increased agent productivity. The upgraded system not only improved service quality but also streamlined customer interactions, as evidenced by the reduction in average talk time from 5 minutes 46 seconds to just 5 minutes, enhancing overall customer satisfaction.

Jodie Monaghan, Operations Director at Tusker, remarked on the transformative impact of the new phone system: "The phone system is a core part of our customer first programme. Updating it has truly helped us improve efficiencies across the department, streamlining the process of responding to customer calls and emails, seamlessly integrating with our CRM tool. Its intuitive nature means that our teams are able to be more effective in providing information to customers, which in turn is helping prioritise customer interactions.”

Mark Gibbard, Chief Technology Officer at Tusker, also highlighted the strategic importance of choosing the right technology partner: “Customer engagement is at the heart of everything we do at Tusker and so choosing the right provider for a system critical to our customer interactions is vitally important for us, particularly as we continue to achieve significant growth year on year. Onecom’s expertise in cloud communications and delivering operational efficiencies make them the ideal partner for us, reinforcing our commitment to an excellent experience. We look forward to working with Onecom to continue to deliver the very best for our operations and our customers.”

The strategic overhaul of Tusker's contact centre operations by Onecom has fundamentally enhanced the efficiency and effectiveness of customer service. This transformation has equipped Tusker to sustain its growth trajectory with a robust, scalable customer interaction platform. The integration of advanced technology such as AI and cloud-based solutions has been pivotal in adapting to market changes and improving customer experiences in the automotive industry. With ongoing enhancements in operational excellence and customer satisfaction, Tusker remains poised at the forefront of customer engagement in its sector, ensuring a continued trajectory of growth and innovation.