When auto dealership employees can’t access the systems they need, every minute of downtime hurts productivity, profitability, and the customer experience. One global automotive brand recognized the growing complexity of its dealer technology ecosystem and turned to Percepta by TTEC to streamline and optimize processes.

The result? A centralized support model that kept dealership operations running smoothly. Issues were resolved faster and volume of calls reduced, enabling continuous improvement across the dealer tech stack. 

Challenge

Franchise dealerships relied on more than 50 interconnected systems running 100 digital applications to manage daily operations from service scheduling and parts logistics to vehicle sales and reporting. As complexity grew, so did disruption.

Dealership teams struggled with frequent access issues, login obstacles, and system navigation challenges. While valid lockouts were critical to system security, access restrictions could prevent dealers from selling vehicles, accessing inventory, submitting credit applications, or processing transactions — introducing significant financial risk and frustrating both staff and customers.

When these issues arose, dealerships lacked a clear point of contact, creating risk for any new launch or initiative that depended on system access. Whether rolling out a new model, marketing campaign, or digital tool, unresolved tech issues led to confusion, slowed adoption, and delayed execution. Onboarding new employees posed an additional challenge, with inconsistent support leading to extended ramp times, lost productivity, and operational gaps.

Without a centralized support structure, problems often went unresolved, causing delays across critical customer and operational touchpoints. 

The result: Reduced productivity, service interruptions, revenue loss, and strained customer relationships.

Our solution

To ensure uninterrupted dealer operations, Percepta by TTEC established a centralized Web Support Group for the OEM based in Melbourne, Florida. This team delivered Tier 1 technical support across the full dealer ecosystem, supporting more than 50 core systems and 100 applications used in sales, service, parts, and administration.

The support team resolved system access issues, login lockouts, application errors, and navigation questions in real time. In addition, the team played a key role in onboarding, helping new hires gain system access and proficiency from day one. This minimized downtime and reduced ramp time for dealership staff.

The team also played a key role during major OEM technology launches, helping dealers adopt new tools faster and with fewer disruptions. When dealers encountered access issues or confusion, Percepta by TTEC acted quickly, accelerating adoption and keeping rollout timelines on track.

Beyond day-to-day troubleshooting, the support team actively monitored system performance and usage patterns. By identifying recurring issues and surfacing user pain points, the team delivered insights back to the OEM, informing system enhancements, knowledgebase updates, and proactive communications to dealers.

These conversations also revealed gaps in support documentation, enabling Percepta by TTEC to recommend updates that improved clarity, reduced repeat contacts, and strengthened the relationship between dealers and the automotive brand.

Results

Our centralized support model ensured 100+ dealer applications running across 50 core systems operated more efficiently, reducing downtime. As a result, total support volume dropped by 50% thanks to process improvements, training, and better system guidance.

We also documented a 15% reduction in issue volume from targeted support for high-impact problem areas.

These improvements also accelerated onboarding timelines and increased system readiness, helping new dealership employees ramp up quickly with minimal disruption. For example, when a spike in login-related contacts surfaced, Percepta by TTEC conducted a root cause analysis, partnered with the OEM to redesign the password reset process, and trained dealers on the new workflow — cutting login-related volume by half after the globally scaled rollout.

Faster resolutions, the application of knowledge to improve support processes, and consistent frontline assistance all contributed to stronger dealer satisfaction and a more stable operational environment.

Why it worked

The solution worked because it tackled both sides of the problem: Immediate technical resolution and long-term system improvement.

The centralized support model gave dealers a single point of contact for fast, accurate answers, which reduced friction, restored productivity, and minimized disruption across daily operations. Meanwhile, the team’s data-driven insights helped the OEM identify and address the root causes of system-related disruptions.

This combination of frontline expertise and upstream visibility not only improved daily operations, it also created the foundation for smoother adoption of new tools, systems, and OEM initiatives. With stronger system access, more secure workflows, and consistent dealer support, technology launches moved forward without disruption, downtime was reduced, revenue was protected, and the relationship between dealers and the OEM grew stronger.

By combining frontline technical expertise with upstream system knowledge, Percepta by TTEC enabled a support experience that was scalable, sustainable, and built to evolve alongside dealer technology needs.