SUCCESS STORY: INCHCAPE Inchcape accelerates revenue in a slowing market Car dealer centralizes contact center to boost after-sales business volumes and improve customer Contact center takes the heat off dealerships Like many car retailers, Inchcape didn’t have a central contact center. Customers booking appointments would ring or visit the local dealer. That did nothing to improve service, with customers waiting for a free phone line or sales representative. “Naturally, our priority was to handle those in-person customers and incoming calls, so little effort was made to proactively contact car owners for scheduled services,” said Sharon Adams, Sales and Service Manager at Inchcape. “And what outbound activity there was involved manual dialing.” In the UK, where Inchcape sell

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