About us
With over 20 years of experience and expertise, Car Benefit Solutions (CBS) are trusted experts in delivering employee car benefits. The organisation partners with motor manufacturers from around the world, helping automotive dealers and retailers meet their business objectives while providing a world-class employee benefit.
What sets CBS apart is its end-to-end approach. From sourcing and delivering vehicles to managing servicing, support, and key-to-key renewals, the team manages the entire customer journey throughout the lifecycle of a vehicle.
The Challenge
Car Benefit Solutions pride themselves on delivering outstanding customer service, but like many growing businesses, the team was handling a growing number of customer enquiries every day.
Whilst these enquiries were often straightforward, they prevented advisers from focusing on more complex queries and high-value customer interactions.
The goal wasn’t to replace people. It was to give customers faster answers to common questions while creating more time for the team to focus on delivering the excellent service CBS are known for.
Our Approach
After connecting with String through LinkedIn, Car Benefit Solutions approached us to help explore how Microsoft Copilot and AI could support their customer service operation.
We started with a series of workshops to help the team understand what AI is, where it can add value, and how it could be used in a practical way across the business.
From there, we implemented an AI-powered customer service agent capable of:
- Answering common customer questions
- Collecting key information before escalating enquiries
- Providing a faster experience for customers
- Reducing the volume of repetitive work for the support team
Throughout the project, we worked closely with CBS to test ideas, refine the solution and ensure it delivered real business value.
The Results
The impact was immediate.
Today, the AI agent handles around 50% of customer enquiries, allowing customers to get answers quickly while reducing pressure on the support team.
For enquiries that require human input, the agent gathers the relevant information before handing over, giving advisers greater context and helping them resolve issues more efficiently.
The result is a better experience for both customers and employees, with the team able to focus more of their time on complex, high-value interactions.
A Collaborative Partnership
For Car Benefit Solutions, this project wasn’t simply about implementing AI.
It was about finding a technology partner that could help them explore new ideas, embrace innovation and stay ahead of emerging technologies.
By combining Microsoft’s AI capabilities with a practical customer service use case, Car Benefit Solutions have created a smarter, more efficient support experience while keeping people at the heart of the service.