Multinational Car Rental Company
Operational transformation and excellence in reservations services. We have implemented a specialized contact center model focused on sales and service excellence, supported by optimized processes and real-time performance management.
High costs, long lead times, low conversion rates
Before Wepartner, the company faced high operating costs, long handling times, and limited expertise, which diverted its focus from its core business. The client hoped to reduce OPEX and AHT, increase conversion rates and average ticket size, lower the abandonment rate, and achieve a flexible, scalable operation that could adapt to seasonal fluctuations.
Specialized sales and service team
We deployed a dedicated sales and service team, redesigned end-to-end processes, implemented real-time performance tracking, and integrated state-of-the-art technology under an OPEX model, ensuring agility, control, and scalability.
Desempeño operativo: Antes vs. Ahora
| KPI | Before | Wepartner | Improvement |
|---|---|---|---|
| CSAT | 93% | 97% | +4 pts |
| AHT | 11 min | 9 min | -18% |
| Abandonment rate | 4% | 1.5% | -62% |
| Sales conversion | 29% | 37% | +28% |
| Average ticket | $5,645 | $7,836 | +39% |
Key Results
Customer Satisfaction
Sales conversion
Revenue from reservations
Strategic Benefits
Quantifiable Benefits
Significant reduction in OPEX by converting fixed costs into variable costs. Increased profitability through higher sales and greater efficiency. Resource optimization by freeing up internal talent to focus on growth.
Long-Term Value
Greater customer loyalty and recurring business. A stronger competitive position through operational agility.
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