Kandoo Car Credit transformed their customer service and operational efficiency by replacing manual processes with MaxContact’s comprehensive contact centre solution, enabling them to scale their team by 146% and handle over 2,000 daily calls, while providing an enhanced customer experience.
Kandoo Car Credit is a car finance broker based in Salford, UK. They provide a comprehensive 360° service, acting as a complete end-to-end solution for customers seeking car finance.
Beyond just arranging finance, Kandoo finds suitable vehicles, conducts thorough background checks, and manages the entire purchase process.
Working exclusively with FCA-approved dealers across the UK who meet strict quality criteria, Kandoo ensures a seamless, hassle-free experience for their customers.
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Before implementing MaxContact, Kandoo faced several operational challenges with their previous system.
Manual dialling was significantly limiting their outbound call capacity, whilst a single phone line meant all incoming calls were routed to any available agent regardless of department.
This inefficient routing led to frequent internal transfers and a poor customer experience.
The lack of a proper queuing system meant customers had no indication of wait times, leading to high abandon rates. Additionally, the system’s limited reporting capabilities required staff to email or call their supplier to request basic reports, and retrieving call recordings could take up to four hours – a significant issue when handling customer complaints or queries.
Without real-time visibility of staff activity and performance, managing team efficiency was challenging.
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Kandoo chose MaxContact for its ability to address these challenges while working alongside their existing CRM system. The solution offered advanced dialling capabilities, sophisticated IVR functionality, and comprehensive real-time reporting. The implementation included:
- Automated dialling system replacing manual processes
- IVR system with queue position announcements and estimated wait times
- Instant access to call recordings
- Real-time performance dashboards
- Advanced coaching and call monitoring features
- Call-back options for customers in queues
The onboarding process was smooth, with dedicated support from the MaxContact team. Ongoing support has remained exceptional, with quick response times and direct access to their account manager for urgent matters.
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The implementation of MaxContact has transformed Kandoo’s operations and enabled significant growth.
Key improvements include:
- Improved staff accountability with comprehensive activity tracking
- Lead generation team’s capacity increased to over 2,000 calls per day
- Daily transfer rates jumped from 45-60 to 100-120
- Reduced abandon rates through effective queue management and callback options
- Enhanced efficiency through real-time performance monitoring
These operational improvements have supported substantial business growth. From a small team initially, Kandoo has expanded to over 20 sales staff and established new specialised departments including payments, lead generation, and documentation teams.
This rapid expansion has seen them scale their MaxContact licenses by 146% to support their growing workforce. The company is now planning for 20% further growth in 2025, with ambitions to double in size and move to larger offices.
James Walsh, Head of Technology and Communications at Kandoo, reflects on their journey: “When we first partnered with MaxContact, we were small, we’ve now grown to a sales team of 20+ and expanded other departments too. If we had stayed with our previous supplier, we’d never have grown this fast because everyone was dialling manually. We wouldn’t have had any reports, we wouldn’t know where people were, we couldn’t monitor breaks – nothing. With MaxContact, we can see the whole company’s performance more clearly.”
Through their partnership with MaxContact, Kandoo has transformed from a small startup to a growing force in the car finance industry, with the scalable infrastructure needed to support their ambitious growth plans.
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// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
