BPO
Keeping aftersales and parts support moving through the peaks
An Irish automotive distributor could not keep up with aftersales and parts queries. An outsourced team took the load and steadied response times.
Results at a glance
- -71%
- Average response time
- 94%
- Service level attainment
- -48%
- Repeat contacts
- +23 pts
- Dealer satisfaction
5.5 to 1.6 hours
up from 72%
The challenge
The distributor supported a network of dealers and workshops that needed parts availability, order status and warranty answers quickly. When a vehicle is off the road every hour counts, but queries came in faster than the in-house desk could answer, and dealers were left chasing by phone and email for updates they should have had straight away.
Seasonal peaks and model launches turned a busy desk into a blocked one. Backlogs of parts and warranty queries built up, service level targets were missed and the distributor's own customers felt the delay downstream. It needed capacity that flexed with demand rather than a desk that buckled under it.
Pain points
- Parts and order-status queries outpaced the in-house desk
- Dealers chased updates repeatedly, adding contacts and frustration
- Warranty queries backed up and breached service level targets
- Seasonal peaks and launches overwhelmed a fixed-size team
Our approach
- Took on aftersales and parts support across phone, email and the dealer portal, with agents trained on the parts catalogue and warranty rules
- Set clear service level targets by query type and worked the queue to them, so urgent off-road cases were prioritised
- Gave dealers proactive order-status updates so they stopped needing to chase, cutting repeat contacts
- Scaled the team up and down against a demand forecast so peaks and launches were covered without idle capacity in quiet weeks
Results at a glance
The results
- Average response time on parts queries fell from 5.5 hours to 1.6 hours.
- The warranty query backlog was cleared and service level attainment held above target through peaks.
- Repeat contacts fell as proactive updates removed the need to chase.
Our dealers get answers before they think to ask, and the backlog is gone even at the busiest time of year. The desk finally keeps pace.
Common questions
The team scales up and down against a demand forecast, so launches and seasonal surges are covered without paying for idle capacity in quieter weeks.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
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