1. Headquartered in
Phoenix, Arizona,
DriveTime operates
more than 140 auto
dealerships across
the country and
relies on effective
inbound call routing
to properly conduct
business at their
headquarters facility.
How INI Helped DriveTime®
Increase ROI Through
Improved Call Routing
CHALLENGES
Without a proper IVR in place, DriveTime struggled. Many callers reached the
wrong departments, and a high percentage of agents spent the majority of their
time transferring calls rather than helping callers. Many callers tried to reach
DriveTime to make payments on their vehicles but ended up abandoning the
call, resulting in lost revenue. DriveTime was also experiencing a lack of reporting
ability in their current system, difficulty measuring data for the purposes of
effective staffing, not utilizing ANI, a lack of application control, and inability to
measure customer data.
SOLUTIONS
Working closely with the leadership at DriveTime, Interactive Northwest, Inc. (INI)
crafted a custom solution that addressed their call routing and reporting needs.
With the assistance and expertise of INI, DriveTime was able to implement a
simple and effective IVR solution that had an immediate impact on callers, agents
and business revenues. The IVR also addressed DriveTime’s needs for accurate
staffing management, resulting in more available agents to help callers.
RESULTS
The implementation of DriveTime’s custom IVR allowed them to experience an
effective and successful IVR with greater caller and agent satisfaction.
Improvements to their inbound call center include:
✔ Increased business revenue through greater agent availability
✔ Improved caller satisfaction through better call flow
✔ Greater first call resolution
✔ Improved reporting tools with greater accuracy
✔ Data-driven administrative control over call routing
✔ Full control of applications
Contact INI today to begin to experience more effective call routing and increased ROI
for your organization.

IMPROVED
FIRST CALL RESOLUTION

INCREASED
AGENT AVAILABILITY

BOOSTED
TIMELY PAYMENTS
800-732 -3236 | interactivenw.com | @interactivenw