Trial-based services can be hit or miss, often overlooked. Customers forget they signed up. Dealers run out of time. Features go unused and brands lose a chance to demonstrate the value of their connected experience.

For this global automaker, Percepta by TTEC created a more effective path: A unified, high-performance team supporting both proactive outreach and real-time activation. One team. Two touchpoints. Measurable returns.

Challenge

The OEM offered premium features like hands-free driving, security, and connectivity as part of new vehicle trials. But conversion rates were low. Customers didn’t always understand the value, and dealers couldn’t always find the time to explain it.

After trials ended, there was no structured follow-up to convert users. In-dealership activation was inconsistent, often depending on staff availability. As a result, subscriptions lapsed and revenue slipped through the cracks. Activation rates during the vehicle handover were low, often due to time constraints and limited staff knowledge. Without a consistent process, the opportunity to turn short-term access into long-term value was lost. 

There needed to be a system in place to support the full subscription lifecycle, from initial activation to post-trial conversion.

Our solution

Percepta by TTEC launched a flexible, cross-trained team to power both inbound and outbound engagement, designed for conversion and built for scale.

We leveraged our Revenue Generation Center of Excellence to quickly deploy a 19-member team focused entirely on subscription growth. This dual-channel model delivered measurable results without increasing staffing complexity.

The outbound strategy engaged customers during the trial window with tailored education and simplified enrollment. Deep links and automated lead delivery made it easy to activate and easy to scale.

The inbound model gave customers a clear call to action at the dealership. As part of the vehicle handover, buyers were invited to call Percepta by TTEC’s concierge line, where trained associates walked them through setup and activation in real time. Key innovations included:

• Cross-trained associates supporting inbound and outbound touchpoints
• Deep linking to simplify activation
• Automated lead delivery for daily outreach volume
• 90-day follow-up cadence to lift conversion
• Real-time dealership guidance for hands-on setup support

A single team drove long-term subscription impact across two critical moments in the customer lifecycle.

Results

Percepta by TTEC’s dual-channel model unlocked value across both engagement types resulting in 350% year-over-year revenue growth from outbound activation.

Subscriptions sold increased by 537% in one year and conversions rose from 5% to 20% from trial to paid. We achieved 84% activation of security services with inbound support (versus 38% activation among dealers). The dealer network expanded tenfold, growing from nine pilot locations to more than 100 sites.

Why it worked

Subscription sales aren’t just about transaction. They’re about timing, clarity, and trust.

Percepta by TTEC delivered all three by meeting customers in the moment with the answers they needed.

By supporting both dealership and post-sale engagement through a single, expertly trained team, we helped the OEM turn passive trials into active revenue while also ensuring customers were getting the most out of their brand experience.