Streamlining Operations And Improving Efficiency Delivers 99% Workflow Accuracy For A Leading Automotive Sales Marketplace

A leading automotive sales marketplace partnered with IGT Solutions to manage and scale complex back-office operations while maintaining service quality during peak demand. Since 2020, the engagement has delivered 99% accuracy, 100% SLA adherence, an 8x increase in FTE, and sustained attrition below 5%.

About the Client

The client is a leading player in the disruptive automotive sales marketplace.

Business Challenges

The client faced significant challenges managing their back-office operations and diverse administrative functions and needed higher service quality and support during peak times. Dissatisfied with their current provider, they sought a new partner capable of implementing an efficient, self-sustaining solution. The goal was to streamline operations, enhance service quality, and ensure consistent support across all periods, ultimately transforming their operational landscape with a more reliable, expert service provider.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

IGT Solutions' partnership grew significantly over the four years from 2020. The team supports multiple back-office and operational workflows, starting with a small dedicated team and gradually scaling the scope across functions, including documentation, dealer and sales support, ad operations, audits, order management, auctions, and product operations through a stable, long-tenured delivery model.

Business Results

Accuracy rate across all workflows

Growth in FTEs over four years

SLAs met

<0%

Attrition rate over four years

Tools Partner

More Case Studies

Case Study

Data Platform Modernization for a Leading Cruise Line to Optimize Costs Towards Air Travel Bookings

IGT's cost optimization towards bookings helped a leading international cruise line process an average of 5000 PNRs every hour.

Scaled agile delivery of enterprise solution with 25% schedule compression

Case Study

Turning a Customer Service Center into a Profit Center for a Leading E-commerce Giant

Learn how IGT Solutions (IGT) helped a leading US e-commerce company turn its customer service center into a profit center.

Case Study

Fully Scalable Datamart Solution for a Leading Indian Airline

Developed datamart solution that enabled analytical and better decision-making by airlines. Achieved 5% increase in customer satisfaction score.