Whether it is a sales enquiry, service request, parts question, roadside issue or complaint, the national call centre can shape the whole customer relationship before a retailer becomes involved. DRAIV shows what the customer needed, how the brand responded, where the enquiry went and whether the right action followed.
Enquiry handling across the national call centre and the retailer network, measured the same way and traceable to the call.
Was intent understood? Was the right retailer chosen? Was an appointment or test drive created and followed up?
Could the customer be helped? Were alternatives offered? Did the call reveal a retention or replacement signal?
Was the issue understood, routed and owned? Were timing and next steps clear?
Was the complaint resolved or escalated – or simply passed between the centre, OEM and retailer?
What the customer actually needed and how they were treated.
Which opportunities or customer risks were missed.
What was agreed or promised and who owned the next step.
Whether the enquiry reached the right retailer or team.
Whether the action was completed, where connected.
A sales enquiry can be transferred but never contacted. A service call can end without an alternative. An MOT call can contain a retention or replacement signal that never reaches Sales. A complaint can move between the call centre, OEM and retailer without clear ownership. DRAIV keeps the original conversation connected to what should happen next.
DRAIV CCI™ is the Customer Conversation Index™ for Automotive Retail. It gives the OEM one consistent measure across agreed national call-centre journeys, teams, campaigns, partners, retailers and periods – with the call behind every result.
Explore DRAIV CCI™