Overcoming communication roadblocks
Operating across multiple UK locations, Motus Commercials offers comprehensive automotive services, including truck sales, genuine parts, and servicing support for DAF trucks. With a diverse workforce and a high-call-volume environment, seamless communication and customer service are essential to its success.
Before its partnership with EfficiencyIT, Motus managed voice only communications through eight disparate platforms. With the platforms reaching end-of-life in 2022, Motus identified an opportunity to unify its communication systems and eliminate operational silos. Key challenges included:
- Distributed Workforce: Motus’ employees were largely distributed throughout the UK across nearly 40 locations. Additionally, there were a proportion of employees with a roaming location and as such, Motus required a solution capable of maintaining seamless communication and collaboration across its employees, regardless of geography or mobility.
- Customer Experience: High call volumes required enhanced interactions between customers, sales, service departments, and technical specialists, often incorporating these multiple touch points within each interaction.
- System Reliability: Uninterrupted, 24/7 communication services were critical to minimizing disruptions and enhancing employee and customer trust.
Motus established four strategic pillars—automation, optimization, communication, and self-service—to guide its procurement strategy. The company also sought to expand its communication channels beyond voice only to include WhatsApp, text, and email to meet evolving customer and employee communication preferences.
Unifying communications for a smarter, more connected workforce
Motus partnered with EfficiencyIT and implemented the 8x8 Work platform (UCaaS), which unified voice, video, messaging, email, and conferencing into a single solution. Key features included:
- Collaboration tools: Mobile, messaging and video conferencing apps to connect employees and customers from any device, at any Motus or external location.
- AI-powered customer engagement: 8x8’s Intelligent Customer Assistant enabled personalized self-service experiences.
- 24/7 support: Guaranteed reliability and minimal service disruptions.
EfficiencyIT facilitated a smooth transition with detailed project management, workshops, and training, overcoming challenges such as the absence of historical number porting data.
Following the successful UCaaS implementation, Motus adopted 8x8 Contact Center platform (CCaaS) to address newfound challenges in call routing and customer wait times. 8x8 Contact Center delivered:
- Enhanced Call Management: Automatic call distribution (ACD), interactive voice response (IVR), and call-back options improved customer wait times and experiences.
- Omnichannel Communication: New channels like WhatsApp and automated text messaging reduced the need for call escalation.
- Integrations: Built-in and external application integrations streamlined workflows and improved customer service.
Stronger customer engagement, increased efficiency, and cost savings
Motus Commercials achieved significant improvements in communication efficiency, customer satisfaction, and a reduction in overall costs:
- Operational Efficiency: A unified system provided UK-wide visibility, reducing silos and enhancing collaboration. Business-wide analytics, integrated into Motus’ Microsoft Power BI environment, optimized service delivery.
- Improved Customer Experience: Call abandonment rates dropped by 69%, with a new call-back facility and omnichannel communication options improving accessibility.
- Cost Reduction: Monthly operating expenses decreased through a more effective utilization of resources and a reduction in the abandonment of revenue generating interactions.
- Future-Proofing: Open API integrations with Motus’ ERP system, Microsoft Power BI for customized analytics and Barclays ePDQ to facilitate a PCI DSS compliant payment solution.
"The collaboration with Motus Commercials highlights how intelligent customer engagement solutions can transform operational efficiency and elevate the customer experience, said Courtenay Mills, Head of Voice and Data at EfficiencyIT. By implementing 8x8 Work and Contact Center technologies, we enabled seamless communication across nearly 40 locations, reducing silos and empowering their distributed workforce. The AI-powered Intelligent Customer Assistant and omnichannel capabilities not only improved response times but also reduced call abandonment rates by 69%, delivering a smoother, more accessible experience for customers. The increase in revenue generating interactions and a more effective utilization of resources resulted in an increase to operational profits."
"Partnering with EfficiencyIT and adopting 8x8’s UCaaS and CCaaS solutions has brought measurable value across our four strategic pillars—automation, optimization, communication, and self-service," said Jake Blowers, Head of Projects and Innovation at Motus Commercials. "Automation through AI-driven tools and omnichannel capabilities enhanced operational efficiency, while unified communication improved collaboration across our workforce and elevated the customer experience. Optimization through advanced analytics and seamless integrations streamlined our workflows, and self-service features like call-back options reduced friction for customers. This transformation has not only strengthened our position as an industry leader but also future-proofed our operations to adapt to evolving customer needs."
Driving innovation and future-ready communications
By combining the power of 8x8’s UCaaS and CCaaS solutions, Motus Commercials transformed its communication landscape. The company not only enhanced its customer and employee satisfaction but also reduced operational costs and achieved unprecedented visibility and control across its business.
Motus continues to set the standard for customer engagement and operational efficiency within its vertical, showcasing the transformative impact of blending best-in-class UCaaS and CCaaS technologies.
