Case Study

Forging Personal, Unforgettable Connections with Luxury Goods Consumers


As a successful, luxury car brand, this client was looking to extend their brand in Europe and ensure an exemplary customer experience every step of the way. The customer care center needed to reflect their brand, provide seamless service across multiple channels, and help forge personal, unforgettable connections.

Partnering with HGS, this client built a state-of-the art customer care center in under two months. Using the DigiCX platform and suite of products, the customer care center supports unified engagement via voice, email, chat, and high-impact video chat. DigiCX subject matter experts also assist with needs analysis, product research, technical and operational implementation, and change management for video chat.

Video Chat Implementation

As an interaction platform (featuring multilingual voice, live video chat, text chat, and co-browsing), the video chat system allows the consultant to connect with customers on desktops, tablets, apps, dashboard technologies, and smart phones. Consultants were provided training on systems and best practices as well as how to best present via video chat (dress code, body language, etc.). Each consultant also spent two days shadowing experienced sales reps in a dealership to gain a better understanding of both the product and the brand.

  • Lead and test drive processing improved from up to 10 days to within 2 hours and has increased uptakes from 30% to 65%.
  • The lead flow to the dealer network has improved significantly thanks to the expansion of channels.
  • Since mid-2014, HGS has achieved NPS ratings of between 9.7 and 9.9 from customers using the video chat channel.
  • Outstanding service has helped reduce roadside assistance expenditures through a new authorization process.
  • This client joined the Top 50 Companies for Customer Service Club in the UK for 2015
How to Transform the Customer Experience from the Philippines