Parkway Volkswagen
Driving digital customer experience
The Client
Founded in 1999, Parkway Volkswagen is a leading dealership for new and used Volkswagen vehicles across the Midlands, with locations in Derby, Leicester, Kettering and Northampton.
Known for its commitment to customer care, Parkway offers more than just car sales, it provides expert servicing, repairs for commercial vehicles, and guidance on finance and Motability schemes.
This solution allows people to interact with us through web chat and later we’ll add in social media. We aim to give our customers the choice of the most convenient channel, but most importantly always to give them the highest possible level of customer service. Zeacom’s new application installed by Node4 will build on the strengths of our existing platform & enable us to offer better service while increasing our staff’s productivity.
The Challenge
Parkway Volkswagen’s centralised contact centre was under pressure. As customer behaviour shifted towards email communication, the team lacked the tools to track volumes or response times. Without visibility, managing workloads and maintaining service standards became increasingly difficult.
The Solution
We partnered exclusively with Zeacom to deliver a contact centre software solution tailored to Parkway’s needs. The new platform introduced web chat and real-time email monitoring, giving agents the ability to prioritise tasks and manage call volumes effectively. Managers gained access to reporting tools that revealed peak activity periods, helping them plan rotas with confidence.
Sean Booth, Managing Director at Parkway Volkswagen, shared that “This solution allows people to interact with us through web chat and later we’ll add in social media. We aim to give our customers the choice of the most convenient channel, but most importantly always to give them the highest possible level of customer service. Zeacom’s new application installed by Node4 will build on the strengths of our existing platform & enable us to offer better service while increasing our staff’s productivity.”
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The Results
Parkway Volkswagen now responds to customer emails more promptly and efficiently. The contact centre team has greater control over their workload, and managers can make informed staffing decisions. Customers benefit from faster, more flexible communication options, and the business is better equipped to maintain high service standards.
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The Node4 Difference
We didn’t just install software, we helped Parkway Volkswagen transform how it connects with customers. By introducing smarter tools and clearer insights, we’ve made it easier for their team to deliver the kind of service that keeps people coming back.