PERCEPTION ENABLED TECHNOLOGY
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Genesys Cloud™
Auto Trader is leveraging the agility and all-in-one benefits of the Genesys Cloud™ platform to move its entire buying journey online. Its customer service runs more smoothly, with less effort, while business analysts gain insights and make data-driven decisions that impact sales and revenue. And by retiring several systems, the company is saving annual IT hardware and maintenance costs.
Online vehicle buying leader
The UK’s biggest digital automotive marketplace, Auto Trader brings together the largest and most engaged consumer audience with the largest pool of private vehicle sellers and car dealerships. Together, cross-platform visits total about 80 million per year while 75% of all minutes spent on automotive sites are spent on Auto Trader.
“As a business, we’ve been undergoing a major cloud transformation,” said Mike Braid, Head of Enterprise IT for Auto Trader. “Our end goal was to move the entire buying journey online — from arranging adverts, part-exchange options and finance quotes to vehicle delivery to the door and contract-end balloon payments.”
Escaping legacy IT silos
Delivering that vision meant breaking free of disparate customer service operations running on legacy technology. Spanning two UK contact centers, one a recent acquisition, this fragmented IT environment included standalone products such as Avaya Aura, Horizon, NICE call recording, workforce management and various other solutions.
Careful cloud considerations
After carefully evaluating offers from NICE, 8×8, Amazon Connect, and RingCentral, Auto Trader opted for the Genesys Cloud AI-Powered Experience Orchestration platform.
“Genesys had everything we needed in one proven solution with the ability to quickly flex and enable/disable additional feature sets and partner integrations with ease,” said Adrian Bradshaw, Senior Enterprise Engineer at Auto Trader. “We also liked the fact that Genesys had an online community where people could post ideas which would be considered and noted for future product development.”
Over the next six months — the final three of which saw the UK thrown into lockdown-enforced remote working due to the pandemic — the company’s IT team handled the entire contact center migration.
ADVANCED CLOUD SECURITY
“Genesys had everything we needed in one proven solution with the ability to quickly flex and enable/disable additional feature sets and partner integrations with ease.”
Adrian Bradshaw
Senior Enterprise Engineer, Auto Trader
REAL-TIME DRIVING INFORMATION
“Our business analysts have better data and reports than ever. We are now able to see the impact of price changes and sales campaigns on our bottom line, which we could not before.”
Mike Braid
Head of Enterprise IT, BYD Auto