Challenge

A leading automotive brand launched a new eCommerce portal for vehicle reservations tied to a highly anticipated, rebranded model. When the campaign went viral, demand outpaced capacity, creating swelling waitlists, shifting delivery timelines, and an influx of anxious customers seeking answers.

The brand risked stalled momentum, lost revenue, and erosion of trust at a pivotal moment in the vehicle’s market debut.

Our solution

Percepta by TTEC mobilized a specialized CX program in just three weeks, ramping over the Thanksgiving period to meet the surge. We recruited, trained, and launched a 25-associate team aligned to the client’s brand voice, reservation policies, and order-status protocols. The team handled both pre-order and post-order contacts, guiding new reservation seekers through the process while providing existing customers with clear, real-time updates on production and delivery expectations. By integrating tightly with client systems and knowledge sources, associates delivered consistent information, set accurate expectations, and kept customers engaged throughout a delicate waiting period.

Results

Over a five-month engagement, the program successfully managed approximately 39,500 inbound calls and supported more than 5,400 customers.

More than half (56%) of customers confirmed their vehicle orders, driving a 37% conversion rate from inquiry to order. As volume remained elevated, the client extended the engagement twice to sustain coverage until demand naturally tapered.

Why it worked

Speed, empathy, and clarity turned a viral surge from a liability into an advantage. By standing up the right team quickly and operating as an extension of the brand, Percepta by TTEC preserved customer confidence, captured incremental revenue, and protected brand equity during a high-stakes launch — transforming tension in the queue into momentum for the model’s debut.