Service level
An 18 percentage-point improvement.
MERCEDES-BENZ · UAE · CVM & AI
Gargash Group
Value-based customer management and AI-supported service, with contact-centre service level rising from 66% to 84%.
Programme led by our founder in an executive role. Results are carried over from the original case study.
Contact-centre service level
Before66%
After84%
0%100%
- Sector
- Automotive · Mercedes-Benz
- Market
- United Arab Emirates
- Scope
- CVM build + Agentic AI contact centre
Systems CRM · CLV & churn models · agentic voice/chat · WhatsApp
THE CHALLENGE
The starting point.
Gargash held a large, loyal Mercedes-Benz customer base — but ran it on a single, one-size-fits-all model. There was no value-based segmentation, no lifetime-value view, and no early warning when a high-value customer was about to leave. The contact centre could not keep pace outside business hours: the service level sat at 66%, and a meaningful share of sales and service demand arrived in the evenings and at weekends, when no one was there to answer.
THE WORK
How the change was delivered.
Value-based segmentation & CLV
Rebuilt the flat database into value tiers and modelled customer lifetime value by segment, so effort and spend followed the return.
Churn & propensity models
Scored the base for churn risk and upsell propensity, feeding save journeys and next-best-action.
Agentic AI across voice & chat
Deployed agentic AI to resolve routine sales and service contacts 24/7, with clean escalation to human agents.
WhatsApp automation
Added click-to-WhatsApp booking and service journeys to meet customers on the channel they already use.
CVM scorecard & governance
Instrumented retention, churn, CLV, service level, and cost-to-serve into one scorecard with a monthly operating rhythm.
THE OUTCOMES
What changed.
Sales & service
Round-the-clock support through agentic voice and chat.
Customer insight
Segmentation, lifetime value and churn signals in one scorecard.
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