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Contact centres

FCA Automotive case study

A simple, affordable solution for a global finance powerhouse.

January 09, 2024
4 minutes
Contact centres

FCA Automotive case study

A simple, affordable solution for a global finance powerhouse.

January 09, 2024
4 minutes

The challenge

FCA Automotive Services UK was bringing its financing operation in-house, so they needed to build a scalable contact centre for 80 staff, to manage 120,000 customers.

The solution

BT Cloud Contact, was chosen as their web-based contact centre, providing a 30-agent package, multimedia capabilities, and flexibility without hardware constraints.

The result

This empowered FCA to bring financing in-house cost-effectively. The platform’s adaptability drives growth and remote operations, with future plans for Italy.

The challenge

FCA Automotive Services UK was bringing its financing operation in-house, so they needed to build a scalable contact centre for 80 staff, to manage 120,000 customers.

The solution

BT Cloud Contact, was chosen as their web-based contact centre, providing a 30-agent package, multimedia capabilities, and flexibility without hardware constraints.

The result

This empowered FCA to bring financing in-house cost-effectively. The platform’s adaptability drives growth and remote operations, with future plans for Italy.

The challenge

BT gave us the guidance we needed to get our business up and running quickly. BT Cloud Contact was the most cost effective solution.
Moiz SheikhIT Services Manager, FCA Automotive Services UK

The solution

Available worldwide, Cloud Contact is a web-based contact centre that can support over 1,000 agents. It has full multimedia capability, so incoming voice calls can mix with email, web chat, co-browsing, and call-back requests in one seamless queue.

There are no hardware constraints and it doesn’t need physical infrastructure or software on site. With Cloud Contact, agents can literally be anywhere – a company site, at home, or on the move. The only equipment agents need is a PC with a headset or laptop with an internet connection.

Cloud Contact has a range of advanced features, like interactive voice response for customer self-service. Enhanced call steering and skills-based routing direct customers to the best qualified agent, wherever they are. It can also integrate with other back office systems via an open API (application programming interface).

FCA Automotive Services has paired the capability of Cloud Contact with a range of Inbound Contact Freefone and non-geographic numbers for different customer segments. We also supplied One Voice Featureline fixed line centrex voice services for contact centre agents at the new office. As well as IP Connect wide area network connectivity for corporate network and internet access under our global agreement with Fiat Group.

We delivered an initial 30-agent package on schedule. And we gave new users and administrators on-site training. “BT Cloud Contact is proving to be perfect for us,” confirms Moiz Sheikh, “as it’s hosted we didn’t need to do anything internally. It was very fast to set up and the flexible commercial terms give us the business agility we require. You can move it anywhere and add or even reduce the number of agents connected – and you only pay for what you need.”

The result

Thanks to Cloud Contact, FCA Automotive Services have been able to quickly bring its customer financing operation in house, using an agile multimedia contact centre to provide customer service excellence. And they did it all without spending a lot of money or taking on a big business risk.

Cloud Contact’s multimedia capabilities will continue to support the business as it grows and evolves. Plus, the transportable nature of the contact centre platform has also allowed FCA Automotive Services to become more resilient and plan for the future – safe in the knowledge that their agents can work from anywhere.

“BT Cloud Contact has met our expectations in every way,” sums up Moiz Sheikh. “It’s been straightforward to deploy, it’s easy to use, it’s proving to be simple to administer, and it gives us the information we need to manage our business.”

FCA Automotive Services has already extended the contact centre to around 60 agents – incorporating its dealer financing and contract hire businesses, as well as supporting two other Fiat Group operations. We’re now discussing using Cloud Contact for FCA Automotive Services in Italy.