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Case Study Valvoline Drives Away with an Outstanding ROI Using NICE inContact CXone

Valvoline Drives Away with an Outstanding ROI Using NICE inContact CXone

Valvoline recognized that its customer experience, especially for those who called into its local service centers, was inconsistent at best. So working with NICE inContact and its CXone solutions, the company incorporated self-service options into the CXone IVR, to answer common questions and offload tens of thousands of live-agent interactions. It also embarked on a major customer acquisiton program that not only drove substantial business into its service centers but generated an ROI of 3.5-5 on every dollar spent!

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“By using CXone to implement a new market acquisition program, we’ve seen a drastic and measurable shift in customer growth and retention.” – Joseph Patrick, System Administrator for the Valvoline Support Center