By automating pre-booking orders, Thule has seen a 7% decrease in call volume, which has allowed customer service representatives to improve their average response time to dealer calls by 32%.
Thule, the largest brand in the Thule Group, is a global provider of premium vehicle accessories including roof racks, sports carriers, and other recreational products. As the recognized leader in the industry, Thule successfully sold its products through a network of dealers and distributors, but had one major challenge: Thule’s B2B eCommerce site had an adoption rate of 10% while a few industry leaders showed rates near 80%. In order to maintain its position as category leader, Thule knew that its existing B2B eCommerce site would need considerable renovation.
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