Written by:
Building a High-Level Customer Service Team for an Automotive Company
Alisa Roskovshenko
Head of Operations Department
Case Study
“Pexly manages their tasks and requests efficiently and proactively handles our concerns and needs, ensuring a seamless workflow. Their capacity to manage their team members effectively and ensure productivity despite working remotely stands out.”
Automotive Company Bio:
Our client is one of Europe’s leading online retailers of automotive spare parts and accessories.
Industry: Automotive
HQ: Berlin, Germany
Size: 1000+ employees
Challenge:
Pexly was entrusted with supporting the company in delivering high-quality customer service across voice, chat, and email channels, minimizing follow-ups and improving overall customer experience. To achieve this, Pexly needed to build and manage a structured team of 20 German-speaking agents, supported by a dedicated Team Lead, Quality Specialist, and Project Manager. A key challenge was adopting the client’s processes through an initial “train-the-trainer” approach, and then successfully replicating this knowledge across all future agent batches while maintaining consistent quality and performance standards.
The Outcome:
Pexly successfully delivered stable and high-performing customer support operations for the client, consistently maintaining high CSAT, productivity levels, and excellent first contact resolution rates, ensuring efficient and customer-focused service. A key achievement of the project is long-term team stability, as many agents remain on the project for over 2 years, demonstrating strong engagement, deep product knowledge, and high loyalty.
Numbers:
12 tickets/hour Productivity; 92% Quality; 93% CSAT; 3min AHT Calls; 15min AHT LiveChats.
