What Vertu Motors Actually Got From a Unified Contact Centre.
Vertu Motors is one of the UK's largest franchised automotive retail groups. It grew through acquisition, which means different sites, different systems, and different answers to the same customer question depending on which location was picked up. Not because the people were inconsistent. Because the platforms were.
A customer calling about a service booking might get three different experiences from three different locations. The data to know who they were existed, spread across three systems that didn't talk to each other. The dealer management system knew the vehicle. The CRM knew the customer's contact history. The contact centre knew neither until someone manually pulled both up mid-call, by which point the customer had already been on hold.
Ciptex built a unified Twilio Flex environment across the Vertu Motors network using RAMP. A single routing engine and agent interface across the group, with local service relationships preserved where operationally important. The dealer management system integration brought vehicle service history, maintenance intervals, recall notices, and customer records directly into the agent interface. Before the call was connected, the agent knew the vehicle. Web chat was added for service bookings, with chat-to-voice escalation preserving full conversation context. No repetition for the customer. No, "can you remind me of your registration number?"
The delivery timeline matters. Standard RAMP infrastructure was live by week three. The dealer management system integration, the most technically complex component, was completed by week seven. The full multi-site deployment went live before month two, ahead of Vertu's own internal estimate and well ahead of what competing implementations had quoted.
The outcome was a 10x increase in successful customer outcomes across the network. Not because Vertu hired better agents. Not because they changed their processes. Because the information was there, at the moment the interaction started, every time.
In the automotive industry, customers buy roughly every three to four years. The contact centre isn't the sales conversation. It's everything in between: service bookings, warranty queries, parts, aftersales. Get that experience wrong, and the next car goes somewhere else. Get it right and the relationship compounds.