Client Background

‍CARLIGHT is a trusted leader in the campervan and caravan industry, known for delivering high-quality vehicles to customers across New South Wales. With growing customer engagement across phone and digital platforms, CARLIGHT needed an efficient solution to manage inquiries while keeping staffing costs under control.

The Challenge

‍CARLIGHT faced mounting challenges in managing their increasing customer interactions:

• High Call Volumes: The growing number of inquiries required significant staffing resources to ensure prompt responses.
• Multi-Channel Demands: Customers reached out through phone, SMS, and social media, making it difficult to provide a seamless experience.
• Inefficient Scheduling: Appointment bookings were handled manually, consuming staff time and resources.
• Rising Costs: Managing routine inquiries through a traditional call centre model was driving up payroll expenses.

Solution & Implementation

‍CFive developed and implemented a cutting-edge AI-driven call centre tailored to CARLIGHT's needs. This innovative solution included:

• AI-Powered Call Handling: An automated receptionist agent now manages all inbound calls, ensuring prompt and reliable service without the need for constant human oversight.
• Multi-Channel Integration: The system centralises inquiries from phone, SMS, and social media, enabling efficient management across all customer touchpoints.
• Automated Appointment Booking: Customers can now book appointments via an AI agent, significantly reducing manual workload and improving scheduling efficiency.
• Self-Managed Platform: CARLIGHT was equipped with the tools and training necessary to operate and monitor the AI system independently, ensuring long-term sustainability.

Results & Impact

‍The AI call centre revolutionised CARLIGHT’s customer interactions, delivering significant outcomes:

• 100% of Inbound Calls Handled: As an AI receptionist, the system ensured that every call was answered promptly, eliminating missed inquiries entirely.
• 145% Increase in Texts Sent Monthly: Multi-channel integration allowed the system to more than double CARLIGHT's SMS engagement, reaching more customers than ever before.
• Over 60% Reduction in Routine Workload: By automating appointment scheduling and inquiry management, staff were freed up to focus on strategic tasks, improving productivity.
• Consistent Cost Savings: Payroll expenses saw a substantial decrease, with a double-digit percentage reduction in staffing requirements for routine tasks.
• Improved Customer Satisfaction: Faster response times and seamless service boosted customer satisfaction scores, reinforcing CARLIGHT’s reputation for excellence.

Long-Term Outlook

‍CFive’s AI solution has positioned CARLIGHT for sustainable growth and improved customer service. Looking ahead, CARLIGHT plans to:

• Scale the AI system to handle even higher volumes of inquiries as customer engagement continues to grow.
• Explore further automation opportunities to drive additional efficiencies.
• Maintain their strong reputation for excellent customer service by ensuring timely, accurate, and seamless support across all channels.

The partnership between CFive and CARLIGHT showcases the transformative potential of AI-driven solutions, empowering businesses to deliver exceptional service while optimising operational costs.