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Our Clients

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Our Clients

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We have built long-standing relationships with manufacturers, AM100 dealer groups, market innovators and leading car supermarkets. We’re part of the team, trusted to innovate, test and refine the full communication process.


  • Customer Experience as the New Battleground
According to consultants at McKinsey, “Customer experience has replaced hardware engineering prowess as carmakers’ critical battleground.” 
But the challenge is how to deliver great CX via a network of dealer groups that operate in very different ways.
  • The Need for Active Support

Top down standards and incentives only work so far – sometimes dealers need more active help and support from outside specialists. But those specialists need to be trusted within a dealership and have the experience to work with them day to day.

  • Trust in Direct Affinity CX

Manufacturers trust Direct Affinity CX to do this. We help them trouble-shoot and improve dealers that are underperforming in areas like CSI and Aftersales. Our ‘people and technology’ approach makes for high quality contact and data, and delivers more satisfied customers and sales.

  • Real-Time Results with CX Portal

Critically, both manufacturer and dealer can see results in real time via our CX portal and dashboards. You can compare results across sites and even listen to individual calls if there are any queries from your team.

View Ford Case Study
  • Overcoming Challenges in Dealer Group Management
Our clients tell us that running a dealer group has never been harder. Existing ways of contacting customers no longer work as well as they used to. Legacy systems mean it’s hard to see, or prove, what is being done by sales and service teams. The pressure of short-term targets makes it hard to fix issues for the future. We help our clients overcome these challenges.
  • Optimizing Customer Interactions with People and Technology

Our ‘people and technology’ approach means we have the right conversations with the right people at the right time. And our clients can see that we’ve made the calls and what the outcomes are in real time.

  • Seamless Integration with Legacy Systems
Our clients don’t want yet another system, so our CX Platform can integrate seamlessly with existing legacy systems.
  • Enhancing Data Collection for Future Sales Opportunities
And a key feature of all the Direct Affinity CX products is that our agents capture additional useful data, such as current vehicle mileage or preferred length of ownership. This two-way flow of information provides a rich data source for generating additonal sales tomorrow, as well as meeting today’s targets.
View Waylands Case Study
  • Gaining a Competitive Edge through Superior Customer Experience

Some of the most dynamic businesses in automotive today have gained their advantage by offering a superior customer experience than more traditional businesses. Direct Affinity CX has been at the heart of this for several high performers.

  • Tailored CX Solutions for High-Performing Automotive Businesses

The combination of our CX platform and trained, intelligent CX agents gives us the flexibility to offer a broad range of bespoke products. One example is pre-sale qualification, where our agents take a prospective customer through a series of questions to triage their capability to meet credit requirements. This means we only make appointments for customers likely to obtain credit.

  • Pre-Sale Qualification: Ensuring Successful Customer Appointments

We have also created a bespoke process for another client, involving customers who wish to sell their vehicles. Our CX agents call the customer to review the details of the car they have submitted and gain a clear and realistic picture of the vehicle’s age, mileage, and condition. Our agents then negotiate with the customer to reach a price which dealers are likely to pay. The result is a higher rate of conversion to sale.

View CarWow Case Study
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