A rapidly growing company is a great challenge to face. However, the systems that once supported its initial market entry often struggle to keep up with sustained success.
Kandoo Car Credit is a car finance broker based in Salford, UK, acting as a complete end-to-end solution for customers seeking car finance. Working exclusively with FCA-approved dealers across the UK who meet strict quality criteria, it is essential that Kandoo ensures a seamless, hassle-free experience for their customers.
Having operated for nearly five years, Kandoo was facing several operational challenges with their previous contact center system:
- Manual dialling was significantly limiting their outbound call capacity
- A single phone line meant all incoming calls were routed to any available agent regardless of department, which led to frequent internal transfers and a poor customer experience
- The lack of a proper queuing system meant customers had no indication of wait times, leading to high abandon rates
- The system's limited reporting capabilities required staff to email or call their supplier to request basic reports, and retrieving call recordings could take up to four hours - a significant issue when handling customer complaints or queries
- Without real-time visibility of staff activity and performance, managing team efficiency was challenging
Kandoo partnered with contact center software provider MaxContact to address these challenges, while working alongside their existing CRM system. The MaxContact system introduced:
- Automated dialling system to replace manual processes
- An IVR system with queue position announcements and estimated wait times
- Instant access to call recordings
- Real-time performance dashboards
- Advanced coaching and call monitoring features
- Call-back options for customers in queues
These operational improvements have supported an accelerated period of growth for Kandoo. From a small team initially, Kandoo has expanded to over 20 sales staff and established new specialised departments including payments, lead generation, and documentation teams. This rapid expansion has seen them scale their MaxContact licenses by 146% to support their growing workforce. The company has ambitions to double in size and move to larger offices.
James Walsh, Head of Technology and Communications at Kandoo, reflected on the partnership, highlighting the value of improved automation: