Case Study:

Car Trawler

Car Trawler improved their business with Edgtier AI software - Customer focused insights
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
Customer NPS Score Improvement
Email Handling Time Reduction
Chat Handling Time Reduction
Additional Cross Sales

The EdgeTier Mission

At EdgeTier, we’re on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores.

Our AI software is built to empower contact centre managers and agents to unlock the promise and potential of a great customer experience.

To get you on the road to soaring CSAT scores, we’ve pulled together this great case study featuring a world-leading B2B technology organisation: CarTrawler. 


Embracing AI to scale Contact Centre Cartrawler:

CarTrawler is the world’s leading B2B technology provider of car hire and mobility services to the travel industry, supporting over 2,000 travel partners, 2,500 transport suppliers and almost one billion end customers. CarTrawler’s rapid growth brought several key challenges, particularly in the area of customer care.

This case study will show you how CarTrawler used EdgeTier’s AI-enabled agent assist to revolutionise their contact centre performance, winning, ‘Best Use Of Technology’ at the CCMA Awards in the process.


In This Customer Story You’ll Learn How EdgeTier empowered CarTrawler to:

  • Scale customer care costs.
  • Deliver high-quality chat and email service.
  • Provide worldwide 24/7 support.
  • How AI is leveraged in a Multi-lingual environment (20+ languages).
  • Optimise the contact centre for busy peak season with up to 50% increase in contact volumes.
  • Seamlessly deal with a complex mix of customer contact reasons.
  • Effectively use data to make data-driven decisions.
  • Maintain high customer support standards with AI.
  • Move away from an inflexible customer care system. 
  • Embrace automation and data visibility. 
  • Find a recipe to reduce the time agents spend on complex manual processes.
  • Gain a deeper understanding of customers.
  • Greatly improve team performance.

Customer Focused Leaders Trust EdgeTier

See how customer-centric teams use EdgeTier AI to unlock their customer reality, drive retention, and improve their customer experience.
Abercrombie & Fitch
Nick Brazitis
Global Customer Care Manager
“The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch.”
Codere Online COO
Deborah Guivisdalsky
"We are now able to react to issues faster than before, while also finding hidden issues that may have gone unnoticed for days."
James Waghorn
James Waghorn
Director of Customer Contact
"EdgeTier is no ordinary software product... It has completely changed how we work at CarTrawler."
See for yourself
Demo EdgeTier Sonar at your contact centre and we’ll tell you when you would have been alerted over the last 3 months…
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