How DriveCentric provides superior customer support with Upscope

Who are DriveCentric?

Founders David and John created DriveCentric to help dealers overcome the challenges many experienced with legacy CRMs. A vast improvement on previous providers, DriveCentric's modern CRM, Engagement and Automation software adapts to fit various sales functions. This allows their users to provide a better retail experience, and a faster path to purchase.

The Challenge

In order to create an incredible customer experience, DriveCentric needed a tool that would allow their agents to connect with their customers and support them in the following ways:

• Provide customers with a seamless and powerful support experience.

• Encourage their customers to use DriveCentric as part of their daily workflow

• Overcome the slow task of replicating bugs in their troubleshooting process

• Integrate with their existing customer service technology and process

The Solution

With Upscope HelloScreen, DriveCentric can now see exactly what their customer can see. This has allowed them to add an innovative layer of digital communication into their existing tech stack. Seamlessly integrating with Intercom, DriveCentric could see into their customer's past with screenshots or jump straight into a cobrowsing session in a few clicks.

The New Process

1. Customers arrive at an issue or a roadblock

2. They would reach out to the agent and communicate their problem via Intercom

3. The Agent can now initiate an Upscope co-browsing session

4. Together they can find a solution in real-time