Minutes of post-call time
Share of incoming calls
DBF Automobiles is a dealership group specializing in Audi and Volkswagen, with approximately 750 team members. Renowned for its exceptional customer service, expertise in automotive products, and dedicated loyalty programs, DBF stands out as a family-owned business dedicated to customer care.
Driven by service quality and customer satisfaction, DBF chose to bring its customer service center in-house. This ambitious project required a complete overhaul of processes and tools, culminating in the adoption of Diabolocom’s solution, transforming their service operations.
Building DBF Automobiles’ Customer Relations Center
DBF’s internal customer relations center was established in 2016 when Frédéric Joly joined the team to lead this new function. “I was brought on specifically to establish and elevate this center,” he explains.
Prior to this, DBF used a customer relations solution that fell short of their needs. “We initially started with another solution, but faced integration issues that hindered our growth,” Joly recalls. This experience drove DBF to find a solution tailored to the automotive industry’s needs, offering better control over processes. “We required a solution offering enhanced security and flexibility,” he adds.
The goal was to implement a scalable tool to grow with DBF’s evolving business needs. This transformation demanded a fresh, strategic approach to customer relationship management.
Diabolocom: DBF’s Strategic Solution Partner
DBF quickly realized their previous solution couldn’t support their expanding needs. They sought a platform that was not only reliable but adaptable, and aligned with their growth strategy.
Beyond stability, DBF also needed an open platform, customizable for their processes, with seamless integration into their CRM system to drive efficiency. “We prioritized a seamless connection with our CRM, ensuring customer data was leveraged to maximize every interaction,” Joly notes.
These requirements led DBF to select Diabolocom, marking a significant shift in their approach to customer relations management.
How Diabolocom Addressed DBF’s Needs
Today, DBF’s customer relations center consists of 23 team members utilizing Diabolocom’s solution. Incoming calls represent 90% of their call volume, ranging from service appointments to after-sales support. “To enhance customer engagement, we proactively conduct ‘preventive marketing’ campaigns,” Joly explains. “Based on customer data, service history, and manufacturer guidelines, we reach out to clients for maintenance and servicing.”
Diabolocom’s integration with DBF’s CRM enhances efficiency. “Customer profiles instantly appear when recognized, creating a seamless service experience,” Joly notes.
Additionally, Diabolocom’s call recording offers valuable training and quality insights. “We review recordings for self-assessment and coaching, helping our team continuously improve,” says Joly.
Stability and Productivity Gains with Diabolocom
Over time, DBF has seen significant improvements in productivity and stability.
“The platform has proven highly reliable, with minimal technical issues”
The user-friendly interface is another major advantage. “The intuitive design simplifies training for new hires, enabling faster onboarding and stronger team adoption,” he says.
CRM integration has also reduced post-call processing times.
“Our average post-call time is now just two minutes.”
Diabolocom has become a crucial part of DBF’s efficiency strategy, supporting employee growth and boosting customer satisfaction.
Looking to the Future
Throughout the partnership, DBF and Diabolocom continue to innovate together. They regularly explore new ways to enhance performance tracking and reporting to drive results.
DBF’s reporting needs include close monitoring of outbound campaign results. To support these goals, Diabolocom is enhancing its analytics capabilities, aligning with DBF’s commitment to innovation in the automotive sector.
Improving efficiency at scale with the leading AI-powered cloud contact center
DBF Automobiles exemplifies how technology partnerships can transform customer relations. By optimizing in-house service operations, DBF has leveraged Diabolocom’s tools to achieve stability, flexibility, and integration. The benefits extend to improved call management, streamlined processes, and elevated customer experiences. DBF continues to lead in service quality and innovation, setting new standards in the automotive industry.
