The proposal modernized the Dealer Front End, flanking the internal team with a hybrid structure that combines the experience of human operators with the speed and efficiency of GAP’s Digital Agents. The proposed solution is based on three pillars: Digital Agents, AI systems that respond in real time to customer questions, book test drives and service interventions, filter and sort requests according to specific needs; Human Operators, a fleet of 500 experienced agents, who intervene in the most complex situations ensuring empathetic and personalized contact, complementing the work of the Digital Agents; Integration with CRM systems, to collect and update customer information, track every interaction and enable detailed analysis of performance and results.
GAP has contributed significantly in the management of the Peak Demands, thanks to the adoption of a highly scalable hybrid model that has demonstrated robustness even during periods of high turnout (e.g., new model launches, promotional campaigns, open days); to the improvement of the Customer Experience and retention, thanks to quick and personalized responses that increase the perception of service quality, reduction of errors in appointment management, and coverage up to 24/7 that ensures continuity in customer support; to the Flexibility and Technology Integration, with the ability to interface with Dealer CRM systems to update data in real time, optimize internal processes, and predict future trends and needs.
The project implemented for Dealer demonstrates how an outsourced contact center, supported by advanced artificial intelligence solutions, can radically transform both the front end and the BDC in the automotive world. The benefits achieved-from increased confirmed bookings, reduced wait times, and improved reputation-are measurable and have led to a significant reduction in operational costs and increased customer satisfaction. GAP’s ability to provide a scalable, integrated, performance-oriented solution makes our service an ideal partner for Italian dealers.
If your company also faces similar challenges, our experience and advanced technology can make a difference, ensuring not only operational improvement but also a positive impact on reputation and perceived value to customers.
Reggio Emilia
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Company name GAP S.r.l.u.
Via Antonio Pigafetta, 5 34147 – Trieste, Italy
VAT / CF number 01027540325
REA TS – 118829
Capital stock 100,000.00 €
GAP S.r.l.u.
Via Battisti, 2
34125 – Trieste, Italy
Other locations
R&D: Udine
Offices: 12 in EU
Contact
T. +39 040 0648648
F. +39 040 0648647
toll-free number
800 91 31 32
POR FESR 2014/2020
Project 1
Project 2
PR ERDF 2021/2027
Project 1
Project 2
