In today’s automotive market, brands are defined by how well they show up in the moments that matter — not just when something goes wrong, but before the customer even asks for help.

Partnering with Percepta by TTEC, a major automotive brand launched a proactive engagement model to deflect inbound calls, accelerate recovery, and build lifetime loyalty. From new vehicle welcome calls to vehicle health alerts and recall outreach, we contacted customers at key moments with guidance, reassurance, and next steps.

The result wasn’t just a better experience. The initiative enriched customer relationships because engagement was guided by foresight.

Challenge

This global mass-market OEM needed a more connected, consistent way to support customers across key moments in the ownership journey from initial vehicle handover to service alerts and lifecycle communications.

Customer engagements were largely reactive. Without timely guidance, automobile owners were often left to interpret vehicle alerts on their own or navigate next steps without support. Even when service was available, many didn’t realize action was needed resulting in confusion, added effort, and missed opportunities to re-engage through the dealer.

The ask: Build a proactive model to anticipate needs, reduce friction, and deliver high-value, human-centered engagement across service moments, alerts, and recovery events.

Our solution

Percepta by TTEC built and scaled globally a proactive engagement strategy across the customer lifecycle designed to simplify support, reduce effort, and turn high-stress moments into opportunities for reassurance.

The program included 12 distinct proactive touchpoints, each tailored to help drivers feel informed and supported before they ever needed to call in. Three key components included:

Welcome calls delivered immediate post-purchase outreach to congratulate new owners and offer a live video walkthrough of their vehicle boosting confidence and connected feature usage.

Vehicle health alerts triggered timely calls when diagnostic codes appeared. Our associates explained the issue in simple terms and offered to schedule service at the customer’s preferred dealer.

Recall outreach was managed proactively with structured outbound calls, helping customers resolve safety issues without delay or effort.

And with the introduction of case automation features, Percepta by TTEC removed 16 manual steps from the vehicle health workflow — saving more than 1,300 hours annually and accelerating response times.

This solution entailed more than a set of transactions. It was a branded, concierge-level experience that reached customers before their needs became a problem.

Results

The proactive model delivered measurable impact across performance, satisfaction, and operational efficiency. Engagement rose to 37% and Net Promoter Score (NPS) shot up an astounding 167%. Proactive volume grew 147% over the prior year.

Why it worked

When you reach out first, a brand delivers more than resolution. It creates confidence. This approach worked by identifying the moments that matter and delivering the right message at exactly the right time. Each outreach was designed to reduce uncertainty, guide next steps, and reinforce the brand’s commitment to service.

The result was more than time saved or calls deflected. It was a model for human-centered CX at scale — where automation supports the workflow, and expert associates deliver meaningful, branded engagement that builds trust and loyalty over time.