LSH Auto went from nine telecom vendors to one, 8x8

The Challenge: Delivering excellence online and over the phone

The team at LSH Auto knew it was time for a change. They had nine separate telecoms vendors. Not only did that mean a lot of swapping applications, but there was little connectivity between them, and the overall analytics were poor.

So, from that starting point, the team asked themselves what excellence looked like. They prided themselves on delivering excellent customer service when talking to customers and potential customers in the showrooms, and they wanted that experience to be matched online and over the phone.

They also wanted to ensure that the new system was not only everything that a modern, market-leading contact center should be, with advanced features and potential integration with third-party tools, but it would also be future-proofed and able to deal with a straightforward provision: “What’s next in delivering an outstanding customer experience?”

The Solution: A single solution across all customer channels

LSH worked with technology solutions company Darwin to find a modern, omnichannel solution to fit their needs. According to Chris Gensmantel, CIO at LSH, finding the right solution with 8x8 was seamless due to Darwin’s technical knowledge and connections.

One area where 8x8 stood out was real-time analytics, as the previous offerings had been poor. With 8x8’s Conversational IQ, the team at LSH would be able to see precisely how engagements were going so they could advance the customer experience and transform the business into a leading partner in the UK for Mercedes-Benz. “We've changed the number of calls we now answer, how we answer them, and how we distribute them to the relevant customer areas,” says Gensmantel.

And once the team saw the potential of 8x8, they knew it was the best solution for them. Gensmantel said, “8x8 is such an easy-to-use platform that it has broadened perspectives as to what is possible with a communications platform.”

The onboarding process for 8x8’s XCaaS platform, including 8x8 Work, 8x8 Contact Center, 8x8 Voice for Microsoft Teams, and 8x8 Secure Pay, was carried out relatively quickly as the LSH team felt able to get to grips with it incredibly fast. Although the project management team and technical analysts were on hand to help when needed, the system's simplicity made them feel like experts in no time.

The 8x8 XCaaS solution now allows customers to always get in touch on the channel of their choice, and it enables the contact center to maintain appropriate staffing levels. The company is also looking to the future, with 8x8 data driving how chatbots will be deployed in the coming months and years.

The Results: Better analytics and improved call handling

Not only did moving to 8x8 allow for a more modern customer experience, but it also gave LSH Auto fresh insights. Previously, LSH had little statistical knowledge that allowed them to measure and improve performance, but now they can set internal goals and long-term response aspirations.

Another benefit has been reducing call volumes. The answer rate has gone from just over 60% to pushing 90%, even at peak times, as customers no longer need to make multiple calls to get in touch or have issues resolved.

In addition, there has been a significant improvement in customer experience metrics, including average wait time decreasing by 50%. This allows for changes to overall business operations, including creating an engagement team at LSH, which enables the company to be more agile. This team involves key stakeholders actively shaping how calls move around the business, allowing them to constantly tweak and change different ways of routing calls to continue evolving and improving. And with 8x8, they can make these changes quickly and see analytical results almost immediately.