What happens when customers don’t know who’s in charge of their case? Delays stack up. Calls get repeated. Conversations start over. And everyone — customers, dealerships, and care teams — ends up spinning their wheels

So we changed lanes and put associates in the driver’s seat. One owner. One journey. Fewer detours. Less time waiting. More time driving.

Challenge

A marquee global automaker needed to streamline its case handling experience across regions. The issue wasn’t a lack of effort; it was a lack of ownership. The traditional tiered support model created fragmented experiences, multiple handoffs, and disjointed communication. Customers and dealers alike were stuck in loops, unsure who was handling what.

Without clear accountability, even simple case work took longer to resolve. Delays negatively impacted customer satisfaction, Net Promoter Score (NPS), and ultimately brand loyalty.

Our solution

Enter Own the Contact — a bold operating model designed by TTEC to bring end-to-end clarity and control to every case.

Traditional tiered approaches can create disjointed experiences as customers are transferred multiple times and forced to re-explain their issues. Handoffs between tiers can cause delays, leading to frustration.

OTC assigns a single, multiskilled care associate to each case from start to finish across every channel and every issue. Whether the question involves service scheduling or repair timelines, customers had one consistent point of contact.

The OTC end-to-end case ownership model streamlined communications for both customers and automotive dealerships. Because each associate managed a set of cases, resolution was accelerated. When customers had a direct line to their assigned associate, they felt they had a designated owner for their case who was accountable and committed to resolution.

Fewer handoffs. Fewer repeat explanations. Faster resolution.

To make this model work, we equipped associates with bespoke training tailored to the demands of full case ownership. From logging a case to managing escalations, negotiating with dealerships, and coordinating repairs, each associate had to master a wide range of tasks not just scripts. The goal wasn’t to check boxes; it was to build confidence and consistency across every stage of the customer journey.

We also reengineered our QA processes. Instead of focusing solely on call volume, we expanded our lens to assess how well each case was handled end-to-end. “We looked at variables such as: Did they make enough ‘touches’ along the way?” explained a TTEC team member. “Did they make enough contact points? Was there too much lag time between coordinating with the customer and the dealership? Were there opportunities that were missed?”

Guided by the latest workforce optimization techniques, we  audited processes and determined how long various tasks should take. We used this data to identify bottlenecks, streamline handoffs between systems, and fine-tune associate workflows.

By incorporating associate feedback, we built a continuous cycle of improvement to ensure Own the Contact delivered on its promise of “white glove” concierge service.

What began in the U.S. scaled to the U.K. and all additional core markets, with a recent expansion in 2024.

Results

The transformation from a conventional, tiered operating model to Own the Contact dramatically improved customer satisfaction with the associate an astounding 295% — from 20% to 79% — in four years’ time. Our most recent global expansion of OTC saw an impressive Net Promoter Score (NPS) improvement of 27 points in just one year’s time.

Why it worked

Own the Contact wasn’t just a staffing adjustment. It was a structural redesign, merging empathy with operational precision.

By empowering associates with full ownership, reducing handoffs, and aligning training, QA, and workforce design around end-to-end accountability, we built a model that moved faster, felt more personal, and performed at scale — because we understand how important your vehicle is to you.

At TTEC, we’re engineered for momentum — ready to remove friction, redesign journeys, and keep brands moving forward in any terrain.