reduction in call abandonment
service level attainment
reduction in monthly reporting time
Overview: Motus Commercials, the UK’s largest independent commercial vehicle group and the world’s leading DAF trucks dealer, was running nine separate phone systems across nine regions. Working with partner EfficiencyIT, the company consolidated 34 sites onto the 8x8 Platform for CX, cutting call abandonment by 74% and lifting service levels above 90%. Motus then pushed further, using 8x8 Engage to reach colleagues beyond the contact centre and 8x8 AI Studio to turn raw reporting into enterprise-wide business intelligence, cutting the time spent on monthly reporting by 94%.
“8x8 created something with one intention, but what it’s enabled is an enterprise-level piece of AI software that can solve all of your business problems, not just anything related to your communications platform.”
Jake Blowers
Head of Business Performance & Innovation, Motus Commercials
Operating across multiple UK locations, Motus Commercials is an automotive powerhouse excelling in sales, parts, and servicing support for DAF trucks. Its customers include logistics and haulage operators, construction firms, food and retail distributors, and local trades.
Meeting those demands requires unbeatable service and seamless communication. Making sure the right tools are in place to deliver on that promise falls to Jake Blowers, Head of Business Performance & Innovation at Motus Commercials.
“A customer might be inquiring about buying or leasing a new truck to add capacity or urgently need a part or service to get one back on the road,” he says. “So, it’s vital we help get their operations and revenue up and running as soon as possible.”
Before moving to 8x8, Motus ran a different phone system in each of its nine regions. Many were approaching end-of-life and lacked the features needed to manage high call volumes. As queue wait times grew, so did abandoned calls and missed sales opportunities, putting revenue, customer loyalty, and employee satisfaction at risk.
“A customer journey might have multiple touch points involving our sales and service departments and technical specialists,” Jake says. “Delivering that seamless experience meant moving all employees across 34 locations to a single communications platform. One that kept them connected at their desk, at home, or on the move.”
Motus set four strategic pillars to guide procurement: automation, optimisation, communication, and self-service. It also wanted to move beyond voice into WhatsApp, SMS, and email to match how customers and employees prefer to communicate.
The 8x8 platform, implemented and managed by trusted partner EfficiencyIT, emerged as the right fit. EfficiencyIT led the migration across all 34 sites and continues to manage the platform day to day, giving Motus a single team accountable for both the technology and the outcomes.
“We explored the market and 8x8 was an obvious recommendation and the best fit for Motus,” says Courtenay Mills, Head of Voice and Data at EfficiencyIT. “Unlike other suppliers reliant on third-party relationships, 8x8 owned their development stack and were able to embrace both UCaaS and CCaaS requirements in the same platform, which was a huge win for us.”
Built on 8x8 Work and 8x8 Contact Center, the new cloud platform delivered fast. Service levels now sit consistently above 90%, call abandonment has dropped 74%, and 85% of calls are answered in under 30 seconds, which means more business opportunities captured rather than lost.
Holidays and absences used to create pressure that contributed to burnout. That is no longer the case.
“If someone’s away, the system automatically re-routes their calls to another site in seconds,” says Jake. “We can now intelligently queue calls and offer callbacks, reducing workload and stress, particularly for our service reception team. That’s had a positive impact on employee wellbeing, satisfaction, and retention.”
Omnichannel capabilities added another dimension. Customers can now send images via SMS or WhatsApp to identify a part rather than describing it over the phone, making mechanical issues far easier to report and resolve.
“We want to make sure that we answer calls as quickly as possible, but we also want to give customers as much choice in the way they interact with us as well,” says Jake.
8x8 Engage has been transformative for service personnel who work outside the contact centre and are often away from their desks inspecting vehicles and speaking with workshop controllers and technicians.
“With 8x8 Engage, instead of being tied to their computers, colleagues can now take interactions from their mobile phones while they are out in the workshop,” says Jake. “This gives them more flexibility and agility, while greatly diminishing missed calls and improving customer experience.”
8x8 Engage users benefit from automatic transcription, call summaries, and action items, so they can review their own interactions without replaying them. With the Team Leader Workspace, Motus supervisors can now track trends and uncover insights through topics tracking, sentiment detection, and visual dashboards.
Open APIs have linked the Motus’ 8x8 platform to Microsoft Power BI and Barclays ePDQ, streamlining workflows and improving transparency. With 8x8 Secure Pay, customers complete transactions through a link sent by email or SMS, keeping sensitive payment data out of the contact centre environment entirely.
“The number of reports that you can generate in 8x8 is never ending. Using that data to structure our sales centre and improve customer satisfaction ratings has been invaluable.”
Ethan Richards
Regional Sales Centre Manager, Motus Commercials
With the platform in place, Motus turned its attention to what the platform could tell it.
“The number of reports that you can generate in 8x8 is never ending,” says Ethan Richards, Regional Sales Centre Manager at Motus Commercials. “Using that data to structure our sales centre and improve customer satisfaction ratings has been invaluable.”
8x8 Quality Management and Speech Analytics reshaped how Motus identifies opportunities and measures effectiveness. By analysing call content, managers gained visibility into customer sentiment, user performance, and trends that would otherwise go unnoticed, helping reinforce best practices and align behaviours with business goals.
“We’re starting to use Speech Analytics to track whether our teams are promoting the best deals when spare parts become available, helping us improve sales behaviours and share best practices,” Jake explains.
The next step was putting that data in front of the people who needed to act on it. Using 8x8 AI Studio, Motus now runs around 20 AI agents across the business, primarily to turn reporting data into practical guidance.
For its nine regional Parts Sales teams, the bots deliver context and recommended actions alongside the numbers. Managers without a background in quality management or statistical analysis can see instantly where to adjust staffing or address a potential problem before it recurs.
“The context of the reports now gives managers that information straight away,” says Jake. “They can say, ‘Right, I know I need more people during these hours,’ or ‘We’ve got a potential problem here and we need to start doing something about it.’”
Motus is also analysing metadata from shared mailboxes used by both 8x8 and non-8x8 users, to see how quickly customer emails are answered and by whom. Combined with call data, that gives a fuller picture of service levels than the company has ever had. Motus’ ERP data is next.
Teams have embraced the change. Jake describes the response as “probably the most positive that we ever have had,” because people already overwhelmed with email now get clear direction on what is causing an issue and what to do about it. “So far, resistance has been zero,” he says.
The savings are measurable. A monthly performance report that used to take EfficiencyIT two working days to compile, plus review and rework time at Motus, is now generated and delivered automatically in about an hour, with no manual intervention from either team. That is 16 hours of manual effort reduced to one, a 94% cut, repeated every month.
“It’s not just the numbers, it’s where to look and what to do about it,” says Jake. “We’re giving people actionable intelligence, not just a report.”
Getting there safely mattered as much as getting there fast. Large enterprises can negotiate their own compliant contracts with AI providers. Mid-size businesses rarely can, and AI Studio removed that barrier.
For Jake, AI Studio is no longer a communications tool at all.
“8x8 created something with one intention, but what it’s enabled is an enterprise-level piece of AI software that can solve all of your business problems, not just anything related to your communications platform. We have started using it for all parts of our business,” he says.
“It’s not just the numbers, it’s where to look and what to do about it. We’re giving people actionable intelligence, not just a report.”
Jake Blowers
Head of Business Performance & Innovation, Motus Commercials
Looking ahead, Motus plans to bring more of its business systems into a single AI Studio data stack and use AI agents to automate manual, labor-intensive work, reducing burnout and freeing teams to focus on customers.
“8x8 is reducing friction for our customers and radically changing how we communicate and collaborate,” he concludes. “Everything’s more transparent and measurable, with real-time insights showing what’s going on within our business. This transformation has not only strengthened our position as an industry leader but also future-proofed our operations to adapt to evolving customer needs.”
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