About Carsa

Established in 2020, Carsa operates a growing network of used-car dealerships across the UK, offering over 2,000 vehicles from 10-plus locations. They partner with HiQ (Goodyear) to provide MOTs, servicing, tyre fitting, and maintenance—bringing full autocare under one roof.  Vision:  To deliver a seamless, high-quality automotive experience—from vehicle selection and finance to aftercare and MOT services—across accessible, well-equipped locations.

To deliver a seamless, high-quality automotive experience—from vehicle selection and finance to aftercare and MOT services—across accessible, well-equipped locations.

Core Services: 

• Used-car sales with flexible finance and part-exchange
• Home delivery and click‑&‑collect options
• Soft-search finance check to protect credit scores
• Comprehensive vehicle preparation, including 204‑point checks and 360° imaging
• MOT, servicing, and tyre fitting via HiQ
• Extended warranties, air-con servicing, and more

Challenge

As Carsa UK rapidly expanded its dealership network and rolled out integrated MOT and service centers, their team needed a mobile-first communication solution to keep pace with customer demand.  Traditional desk phones limited flexibility for sales agents on showroom floors and service advisors moving between bays. Missed calls and untracked follow-ups were impacting customer satisfaction and finance application conversion rates.

Solution

Carsa UK deployed Mobile Connect to equip its team with the ability to:

• Make and receive calls using their Amazon Connect’s Contact Control Panel (CCP), directly from a mobile app
• Instantly call back missed leads or handle service queries from anywhere in the dealership
• Route calls through the right queues (Sales, Finance, MOT Bookings) — even on the move
• Use DeskPhone fallback to ensure crystal-clear voice quality in low-signal service bays
• Access call history, voicemail, and contact directories in one unified view

Results

By implementing Mobile Connect, Carsa achieved:

• 38% faster lead response time – Reduced abandoned inquiries and improved sales velocity
• 100% mobile-enabled workforce – Agents and service staff operate fully from their mobiles
• Streamlined workflows – Faster callbacks and better queue routing
• Improved service follow-up – Customers reached quickly after MOT reminders or failed attempts

Conclusion

By integrating Mobile Connect for Amazon Connect, Carsa UK has empowered its teams with a fully mobile, cloud-based communication platform that supports both sales acceleration and service efficiency.