How a US-Based Connected Vehicle Services Created a Single Source of Truth for Their Contact Centers with Lumenore
Results Achieved:
Reduced Reporting Errors
And delays by eliminating manual processes.
Sales Visibility
Improved across KPIs
Operational Efficiency
Improved with unified workflows
Agent Performance Tracking
Centralized and continuous
Data Scale
3M+ rows, 20+ data sources
Customer Overview:
They are a leader in connected vehicle technology, delivering telematics, safety, and convenience services to 12+ million vehicles across North America.
The organization partners with automotive brands such as BMW, Honda, Hyundai, Nissan, Toyota, and Acura, supporting both sales and customer support operations through contact centers.
Business Challenge:
As operations scaled, the Leading Connected Vehicles Services faced fragmented visibility across sales and support functions.
Manual and disconnected reporting, causing delays and inconsistencies.
Limited visibility into sales & lack of relevant measurable KPIs.
Difficulty tracking agent performance and coaching outcomes.
No centralized system for feedback, training, and performance oversight.
Data silos across multiple systems affecting decision-making.
Why the Problem Mattered:
For connected vehicle services:
- Sales and support performance directly affect customer retention.
- Fragmented data slows response times.
- Leadership needs a holistic, real-time view of operations.
Without unified analytics, scaling performance became increasingly complex.
The Lumenore Solution:
Lumenore deployed a contact center performance analytics solution to centralize data and enable real-time monitoring.
Customized Performance Dashboards
Tracked metrics including:
- Call handling & hold time
- Feedback history
- Leads & open opportunities
- Conversion ratios
- Deal closure time
Real-Time Data Integration
Unified siloed systems to enable evidence-based decision-making.
Coaching & Training Workflows
Centralized feedback, coaching assignments, and performance tracking.
Single Performance Platform
Consolidated sales and support metrics, feedback loops, and improvement actions.
Customer Speaks:
Lumenore gave us a single source of truth across sales and contact center operations. We now track performance, coaching, and outcomes in one place, which has significantly improved visibility and accountability across teams.
Why They Chose Lumenore:
- Ability to unify sales and support analytics
- Real-time dashboards for leadership and supervisors
- Scalable architecture for growing operations
- Integrated coaching and performance tracking
How Lumenore Can Support Your Use Case:
- Centralize sales and agent performance data
- Improve coaching and conversion outcomes
- Reduce reporting delays and inconsistencies
- Enable real-time operational visibility
Lumenore is built for high-velocity data, multi-platform ecosystems, and global-scale competitive environments.
