Vertu Motors are the UK’s third largest motor retailer, representing 31 vehicle manufacturers across 191 dealerships nationwide. Although the group has an excellent in-house internal contact centre, there are times when its teams need to concentrate on the core functions of the business – that’s where Direct Affinity CX comes in, to support and add value.
Better qualified leads through sophisticated data modelling
Sales leads are the lifeblood of Vertu Motors, and major sales campaigns call for a high number of calls to be made within a short period of time. For these events Vertu Motors enlists Direct Affinity CX to work alongside its own teams.
Our CX platform seamlessly integrates with Vertu Motors’ internal CRM system, ensuring that every lead the Direct Affinity CX team creates is sent to the client in real time with full transparency and tracking.
Our CX advanced data modelling system plays a vital role in not only telling the team who to call, but more importantly who not to call. The system looks at DVLA data to remove customers who have recently changed vehicles; uses MOT history to segment them into cohorts; looks at customer distance to site; and sorts into customer type, including last contact and validation of phone numbers.
Increased conversion plus a reduction in costs
Since its introduction, Direct Affinity CX’s advanced data modelling has:
- Reduced campaign call volumes by 29% compared with traditional data selection.
- Increased conversion rates by 32% comparing like-for-like data sets.
- Reduced cost per lead by 38%.
- Enabled two sales teams to work together seamlessly in a hybrid approach.
