Enhancing Customer Service with Power BI for UK Car Dealership

Perrys is one of the largest independently owned car dealership groups in the UK. In business since 1908, their sites are located throughout the country. With the help of more detailed insights on their switchboard provided by Power BI, and our analytics team, Perrys have successfully enhanced their customer service.

Data-led Improvements

Using the dashboard, driven by Power BI, Perrys could quickly drill down into the data from the telephony platform relating to different sites, and even into individual call queues. This helped them to identify issues and swiftly act.  For example, they spotted a large percentage of calls were being missed at one of their sites over the weekend. To rectify this, they reviewed staffing levels to ensure calls were no longer being missed out of hours.


Data can be viewed at an individual site or at an aggregate level across the dealership, including the call answered rate, call abandoned rate and customer wait times. This makes spotting trends easier and now they can better anticipate weekly and seasonal peaks and troughs in calls.


“I was excited about the opportunity to work on this process with our Service Delivery Management Team and our customer, Perrys. Using the Microsoft Power Platform, we have been able to improve the experience for Perrys and their customers,” concluded Spencer Parry.

Solution Overview

Unified Communications, Cisco Unified Attendant Consoles (CUAC)

Automated Data Reporting utilising the Power BI and Power Automate products in the Microsoft Power Platform suite

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