Tructyre, one of the UK’s leading commercial fleet tyre service providers, has cut average call answer times by more than 40% after introducing Netcall’s customer contact solution, Liberty Converse, giving customers faster access to roadside support.
When a truck is stranded on the motorway or a bus is broken down, every minute counts. To deliver the fast response customers depend on, Tructyre needed greater visibility across its contact centre. However, its legacy telephony environment limited real-time reporting, fragmented overnight operations and left room for potential delays in communications for critical customers, including blue‑light services.
Working with Netcall, Tructyre introduced a single, integrated contact centre solution that brings together communications, workforce management and real-time reporting. The transformation has enabled the business to streamline operations, improve decision-making and deliver a faster, more consistent experience for customers.
The transformation has delivered significant improvements:
√ Average speed to answer has improved by more than 40%, delivering a significantly faster and more responsive customer experience.
√ Service levels have increased by 31%, while call answer rates have improved by 6%, reflecting a substantial enhancement in overall customer service performance over the last six months.
√ Workforce management has also improved, with agent adherence consistently exceeding 90%, helping managers better forecast demand and allocate resources.
√ Night shift operations are now aligned, enabling true multi-skilling across brands and creating a more flexible, resilient customer service operation.
√ Enhanced reporting capabilities now provide real-time dashboards, historical insights and forward forecasting to support faster, data-driven decision-making.
The solution has also strengthened operational resilience by consolidating customer service operations, giving supervisors improved visibility and enabling teams to manage changing call volumes more effectively. Combined with real-time reporting, managers can now identify trends quickly and respond before service levels are affected.
For customers, the changes mean shorter waiting times and quicker access to the support they need to keep commercial vehicles operating safely and efficiently. The transformation also provides Tructyre with a stronger foundation for future growth while ensuring customer service remains a competitive advantage.
Sarah Rowe, Head of Customer Experience at Tructyre, commented, “The Liberty Converse solution was far more than a telephony replacement. It underpins a safer, faster and more resilient customer experience and empowers our agents with clarity and confidence. This project has helped us align technology, data and people. Tructyre now has a single, future-ready contact centre operation.”
Lewis Gallagher, Senior Solutions Consultant at Netcall, added,
“This was never just a technology project for Tructyre – it was a commitment to the drivers, fleet operators and blue-light services depending on them. Using our technology, they have been able to deliver on that commitment. Faster answers, stronger service levels and a team that can see exactly what’s happening and act on it immediately. With a scalable platform ready for AI, digital channels and intelligent automation, Tructyre isn’t just running a better contact centre today – they’re built for whatever comes next.”
Netcall helps organisations drive transformation by bringing automation and communication together in one trusted AI platform. Quoted on the AIM market of the London Stock Exchange, we support organisations to work smarter, serve customers faster and deliver lasting change.
Our AI-powered Liberty platform enables teams to design digital services, automate processes, deliver accessible digital experiences and improve customer engagement.
