Onboarding Success – Multi-Brand Car Dealership

Publié le, 10/01/2026

In a context of high customer demand and a pursuit of operational excellence, this multi-brand car dealership – with an estimated fleet of 160,000 vehicles in circulation – chose to outsource part of its customer relations.

Objective:

• Improve service quality
• Enhance operational responsiveness
• Better monitor customer satisfaction using reliable indicators

Operational Scope

The setup implemented by Advancia Téléservices covers:

Incoming flows:

• Phone calls
  • Requests for commercial information
  • Customer support (sales / after-sales)
  • Complaints
  • Appointment scheduling and qualification
• Emails
  • Reception and qualification of requests
  • Processing or escalation according to defined processes
  • Traceability via client tools

Outgoing flows – Satisfaction surveys:

• Daily internal surveys (Sales / After-sales)
  • Measure “hot” satisfaction after service or purchase
• Manufacturer surveys (monthly)
  • Questionnaires provided by the manufacturer
  • Entry and reporting via the dedicated platform

Measured Performance Indicators

Contractual objectives are demanding:

• QOS
• SLA
• AWT
• Survey completion rate
• After-sales appointment satisfaction rate

Organization & Tools

• Call Center as a Service platform: Nixxis
• Scheduling: Microsoft Outlook
• Secure access to tools and data
• Strict adherence to confidentiality rules

Covered Challenges

• Rapid and consistent handling of requests
• Improvement of perceived quality
• Reliable data for corrective actions
• Maintenance of contractual service level

This project illustrates Advancia Téléservices’ ability to quickly deploy structured, high-performing systems that comply with the requirements of automotive networks and manufacturers.