Case Study: Tructyre Improved Service Level by 31% With Netcall

The Challenge

For Tructyre, every second matters. When a truck is stranded on a motorway or a bus is broken down, speed of response is critical as they’re supporting customers at their most vulnerable moments.

Tructyre had historically operated its own in-house telephony platform, separate from its sister brand. What once worked began to work against them. Each system worked in isolation, but the fragmented approach was showing strain, with:

• Limited real-time reporting, integration and automation forcing teams into manual workarounds and inconsistent data
• Fragmented overnight operations forcing agents to juggle multiple platforms and processes during night shifts
• Business continuity risk with no self-service line during major incidents, there was potential for delays in communications for critical customers, including blue-light services.

Leadership knew this wasn’t sustainable and that better service levels alone wouldn’t fix it. Tructyre needed end-to-end control of their contact centre, in real time and under any circumstances.

The Solution

Tructyre needed more than a technology upgrade – they needed a partner who understood the stakes. They chose Liberty Converse as their contact centre platform, and Netcall as the team to deliver it.

Already a trusted partner across their organization, Netcall stood out not just for technology capability but for genuinely understanding a safety-critical, 24/7 environment.

Before a single line was migrated, the Netcall team spent time on-site – running workshops, shadowing agents and learning the operation from the inside out.

That groundwork shaped everything that followed. The solution was built around four outcomes Tructyre could not compromise on:

• Real-time control and reporting — replacing manual workarounds with live dashboards and instant data, so leaders can act now, not tomorrow
• Business continuity and resilience — giving leaders self-service control to reroute or manage critical lines instantly during incidents, without waiting on third parties
• Aligned overnight operations — consolidating all 24/7 lines into one system so night shift agents work from a single platform, with consistent workflows across both brands
• Workforce visibility and adherence — integrating Peopleware via API so team leaders have live sight of agent activity and demand, enabling faster, smarter decisions when call volumes spike.

The Results

• 58% to 76% Service improved service levels in first 6 months
• 41% Improved speed of answer – average reduced from 1 minute 11 seconds to 42 seconds
• 95% PCA percentage of calls answered improved from 90% to 95%
• 90% Agent adherence consistently maintained via real-time Peopleware integration
• Business continuity with self-serve line control and improved evacuation support
• Aligned night shift enabling true multi-skilling across brands
• Enhanced reporting real-time dashboards, historical insight and forward forecasting
• Instant access to data performance data enables leaders to adjust skills in real-time during call spikes

“This has been one of the group’s most successful projects, especially given the timescales, complexity and mission-critical nature of the system.

Liberty Converse has fundamentally changed how we run our operation day-to-day. We can see what’s happening now, not last week. That makes all the difference in a 24/7 environment,” said Sarah Rowe, Head of Customer Experience, Tructyre.

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This post has been re-published by kind permission of Netcall - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Jo Robinson