The challenge

Ford Netherlands' Retail Contact Center faced one clear challenge: too many leads remained unreachable. Despite multiple call attempts, valuable contacts eventually ended up archived, much to the team's frustration.

The solution: automated follow-up with WEBSOLVE Flows

Ford implemented two automated flows to address this:

  • Smart follow-up for unreachable leads: When someone doesn't answer, they automatically receive a personalized email with a link to schedule contact themselves. Less work, greater reach.
  • Reactivation of lapsed leads: Leads who haven't visited the showroom after a certain period automatically receive a targeted campaign later. This way, lost leads are reactivated.

The result?

  • From 57% to 72%: more leads were actually contacted.
  • 14% of archived leads still scheduled an appointment.
  • Less manual work, more focus on warm conversations.
"WEBSOLVE Flows has truly changed the way we work. Leads that used to drop off now automatically come back. And that delivers visible results for us."
— Vera van der Graaf, Manager Retail Contact Center, Ford Netherlands
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