How OK Mobility Grew Phone Sales 69% While Cutting Operating Costs 42%

OK Mobility is an international company specializing in mobility solutions. From its early days, CEO Othman Ktiri drove the hiring of talent from outside the sector to avoid replicating what already existed — building a unique identity with a constant focus on delivering real value to the customer.

Today its Contact Center sits fully inside Marketing & Digital, alongside eCommerce, Branding, Infrastructure, Communication and Customer Experience, so every area that touches the customer works from the same strategy.

In the mobility sector, the Contact Center plays a critical role in both sales and after-sales.

• Reservations and modifications
  Manages bookings and every change customers make to them.
• Commercial campaigns
  Drives outbound campaigns to owned leads and interested contacts.
• Incidents and complaints
  Provides agile responses to issues related to vehicle rental.
• Sales plus service
  Combines a direct sales channel with effective customer service — a determining factor for customer experience and business profitability.

In 2022, OK Mobility took on the challenge of professionalizing its Contact Center. In 2024 a key step was taken by separating sales and customer service to specialize agents. On February 1, 2024 the Mobility Sales Hub (MSH) was created within Marketing & Digital, after identifying strong growth potential for direct sales in the phone channel. On September 1, 2024 the post-rental area was integrated under the same umbrella, giving rise to the Global Contact Center.

Before implementing GoContact, OK Mobility identified three main operational challenges — and a dual strategic need underneath them: boost revenue through the direct phone channel, where strong growth potential had been detected, while optimizing complaints management so a poor experience there could not undermine the results won in sales.

• Managing reservations and modifications
  A steady inbound volume of calls to adjust vehicle bookings.
• Driving sales
  Outbound campaigns to owned leads and interested contacts via ClickToCall.
• Operational autonomy
  Configuring campaigns, reporting and scripts without depending on IT.

“At OK Mobility, we continue moving toward a Contact Center that is increasingly professional, efficient, and focused on excellence in customer experience.”

Benoît Duché
Head of Global Contact Center (Mobility Sales Hub & Contact Center), OK Mobility

GoContact by Broadvoice — a cloud CCaaS platform combining omnichannel capabilities, automation, AI and strong API integration capacity — proved the best fit for OK Mobility. It enabled outbound campaigns and callbacks, recorded 100% of interactions, and let the company separate sales from customer service without adding tooling.

• Intelligent IVR
  Identifies the customer by reference number and recognizes their language before transferring the call.
• Omnichannel capability
  Calls, outbound campaigns, tickets and future channels — WhatsApp, webchat, video — on a single platform.
• Automation via GOAI
  Intelligent call filtering, post-call audits, automatic transcription and real-time dashboards.
• API-based integration
  Connects to OK Mobility's own CRM, Zendesk, Power BI and corporate databases for unified management.
• Autonomous, secure management
  Supervisors build scripts, campaigns, reports and workflows themselves, behind a layer-7 firewall and SBC.

Altogether, the solution enabled OK Mobility to implement an innovative, agile Contact Center model, fully aligned with its digital mobility strategy.

The implementation transformed how OK Mobility manages its Contact Center, with gains across operational efficiency, customer experience and business results.

• +69% cumulative sales growth
  Phone sales across the first year, with monthly peaks above +155% year over year in December 2024.
• -42% operating costs
  Achieved progressively throughout the migration process.
• -87.7% First Reply Time
  Down from 12,627 minutes to 1,550.
• -76.3% Full Resolution Time
  Down from 215 hours to 51.
• >90% fewer inbound calls
  Absorbed by GOAI automation instead of agents.
• 6 FTEs optimized
  Capacity increased without expanding headcount. SmartSales added over €100,000 in sales in two months.

“The transformation of OK Mobility's Contact Center shows how a strategy built on artificial intelligence and cloud technology can deliver a real, measurable impact on the business.”

Rui Silva
Account Management Director (EMEA), Broadvoice

• A specialized structure
  Mobility Sales Hub and Customer Service separated, with managers, supervisors, coordinators and a cross-functional data analyst.
• Greater autonomy for supervisors
  Campaigns, scripts, reports and workflows configured without depending on the IT department.
• Continuous performance tracking
  Weekly meetings and regularly updated dashboards.
• Faster improvement cycles
  Continuous data analysis and monitoring of operational indicators surface opportunities sooner.

• Extended service hours
  The Mobility Sales Hub operates 24/7 year-round, with extended Customer Service hours.
• Faster, more personalized service
  The intelligent IVR identifies the customer and their language before the conversation begins.
• Improved service quality
  AI-powered automated audits and supervisor reviews.
• Shorter response and resolution times
  Contributing to a more agile and efficient experience end to end.

• Phone channel consolidated
  Now established as a driver of commercial growth.
• Over €100,000 in additional sales
  Generated by SmartSales in just two months.
• Greater business oversight
  Real-time tracking via Power BI and operational dashboards.
• A model built to scale
  A more scalable, efficient Contact Center supporting OK Mobility's continued growth.

OK Mobility's partnership with Broadvoice consolidated the phone channel as a driver of commercial growth and produced a more scalable, efficient Contact Center model. The next evolution is Engage, unifying every communication channel and enabling customer service in different languages.

Talk to our team to see how GoContact can grow your direct channel.