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Co-op is using call tracking to ensure leads aren't missed

The Co-operative Motor Group is putting focus on customer care to drive growth in its business.

As part of a review of its CRM systems, it has engaged SmartCall from Marketing Delivery to track calls and monitor customer interaction.

It has already trialled SmartCall for six months and found it to be cost effective and easy to use, plus it offered several additional features that will add value across the dealer network.

The system has a function which notifies the sales manager every time a call is missed or voicemail is left, so they can ensure the sales team gets in touch with the caller.


The Co-operative Motor Group has 22 dealerships, representing eight franchises, situated throughout the Midlands, Yorkshire and North West.


Brand development manager Alison Ottaway said: “The use of SmartCall has proved successful in enhancing the customer’s overall experience so we will now put together a bespoke training programme with Marketing Delivery to ensure our sales teams and partners know how to maximise the benefits of SmartCall.”



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