Luxury car brand Lexus has appointed The Listening Company, the UK’s fastest growing call centre, to manage both its inbound and outbound contact centre.
Customer service specialists employed in the dedicated Lexus contact centre will use The Listening Company’s new customer and prospect management platform EpiCentre to manage interactions with customers and prospects simultaneously across Email, Phone, and Internet Channels, as well as traditional mail. The contact centre will be based in The Listening Company’s offices at Richmond.
The Listening Company will be responsible for contacting dealerships to arrange vehicle test drives, servicing and renewing membership to Lexus Roadside Assistance. Additionally The Listening Company will manage all related written correspondence including brochures and payment processing for Lexus Roadside Assistance memberships. All letters arriving at the contact centre will be responded to directly or triaged to partners and LGB departments.
This latest appointment consolidates The Listening Company’s contact centre operations across the Lexus and Toyota brands.
Matt Button, CRM & Database Marketing Manager, Lexus comments: “At Lexus we pride ourselves on our innovative drive for perfection and are committed to providing excellent customer service. We were looking for an outsource partner that was able to accommodate all existing activity across both the Lexus and Toyota brands whilst offering ideas and effective solutions to consolidate all contact centre operations. We also wanted a partner that offered enough flexibility to adapt any future activity.”
Ian Donovan, Project Manager, The Listening Company comments: “We look forward to working closely with Lexus to align our marketing activities and to replicate the luxury values of the Lexus brand in our customer service experience.”
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