Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners.
In its local service centers, though, the customer experience was lacking. Callers to the centers encountered a lot of background noise. Employees were interrupting their interactions with in-store customers, oil changes or other services they were performing to answer the phone. The system was frustrating for employees and gave callers inconsistent experiences.
But Valvoline knew it could make big gains if it could raise the bar on customer experience. And the company knew that NICE inContact CXone was the right solution.
Self-service options were built into the CXone IVR, offloading common questions from agents and employees in service centers. Tens of thousands of live-agent interactions were eliminated each month, so when call volumes rose, headcount could stay constant.
As part of the major customer acquisition and retention program, new tools were built in CXone that enabled agents to offer callers real-time quotes or email them discount offers, thereby driving business to the service centers. The whole thing was a game-changer, Valvoline says, improving service stats and generating ROIs of 3.5 to 5 dollars on every dollar spent.
Valvoline describes working with NICE inContact as “a great partnership.”