In the competitive world of online car sales, trust is everything — and for one global rental brand, it was in short supply. They had the inventory, the ambition, and the market opportunity. But the real breakthrough came when they discovered the secret to success wasn’t just convenience. It was human connection.

Challenge

Launching a direct-to-consumer sales program for used rental vehicles came with serious challenges, not the least of which was low trust in emerging online sales platforms. Only a small group (20% of shoppers) were able to complete self-sales transactions on their own. Many were confused or could not access the support they needed.

With financing handled by one partner and delivery by another, the sales lifecycle became fragmented and friction-prone. Growth only amplified the need for scalable processes and a CX partner to help orchestrate a seamless journey.

Our solution

Percepta by TTEC partnered with the client to design and scale an experience that put people first.

We built a scalable platform for lead qualification, nurturing, and conversion. By studying points where customers felt unsupported, we identified critical handoff gaps and introduced proactive guidance to keep the journey smooth.

Leveraging our 25 years of institutional knowledge and expertise in the auto industry, Percepta by TTEC devised a multidimensional strategy that started with the initial customer touchpoint and went beyond the scope of expectations. We built a high-conversion sales engine that turned hesitation into confidence and browsers into buyers. Enhancements that elevated the customer journey:

High-touch experience: When assisted by Percepta by TTEC associates, sales closed at a rate 15% higher thanks to personalized interactions. Associates provided a concierge experience, engaging with customers to understand specifically what they needed in a car, their budget goals, warranty questions, and other details to help identify the car that best fit their needs.

Play-by-play guidance: Beyond assisting with selection and purchase, our team documented critical details, gathered information, and centralized updates to prevent gaps as customers transitioned to third-party financing and delivery. This proactive support reduced surprises and created a smoother experience from start to finish.

In the car-buying journey, the time that elapses from purchase to delivery is described as “delicate” because delays or miscommunications can result in frustration or loss of faith in the brand. Proactive communications and regular, reliable updates helped to build trust and elevate perception of the brand every step of the way — from order to delivery of the car.

Expanded roles, hours: Percepta by TTEC associates stepped beyond standard customer care, supporting finance team by gathering necessary personal information to help streamline the sales process. They also captured and converted lost leads into sales, creating a new revenue stream. To further meet customer demand, we extended support hours to include Sundays, the most popular day for car buying.

Proactive outreach: We piloted a new proactive outreach program, a proof-of-concept exercise involving our teams calling customers to further elevate the experience.

Results

The impact was immediate and measurable. Customer satisfaction jumped 32% in just one year. CSAT was also enhanced by speedier response times. When a would-be buyer signaled interest via the digital platform, our associates reached out to offer assistance within 5 to 15 minutes, a response time 83% faster than at the outset of the engagement.

Early results of the proactive outreach pilot generated glowing reviews from customers:

“The associate was friendly, professional, and explained every step of the process. She also told me what to expect in terms of receipt time for the physical plate and tags and was thorough in explaining the documents.”

Within six months, sales opportunities surpassed targets by 50%.

By combining digital convenience with human guidance, Percepta by TTEC helped this rental brand shift from inventory overload to revenue overdrive.