How a luxury automotive dealership scaled multi-site operations

Bespoke Customer Team for Rygor, strengthening their customer journey through a team of dedicated brand representatives, since 2024.

• Manage inbound booking & enquiry calls across all sites
• Accurately capture customer & vehicle details
• Upsell Rygor products & services
• Schedule appointments & service slots
• Take payments & set up payment plans
• Support B2B & B2C customer needs
• Follow brand-specific call handling steps
• Triage urgent jobs & warranty cases
• Liaise with on-site teams in real time
• Log updates via integrated systems

It’s a real privilege to represent a brand like Rygor - it makes you want to deliver nothing but the best.

Tomas, Rygor Bespoke Customer Team agent

Elevating service for a premium automotive brand

With a growing multi-site operation and a customer base ranging from fleet operators to luxury car owners, Rygor needed a way to deliver consistent, brand-aligned service across every touchpoint. The challenge wasn’t just about handling call volumes - it was about gathering precise vehicle data, respecting SLAs, and maintaining the high service standards expected of a Mercedes-Benz dealership.

A scalable model to ease frontline pressure

Keen to avoid a fragmented or generic solution, Rygor partnered with Moneypenny to build a dedicated team trained to their systems, processes and brand expectations. Starting with support for their passenger car aftersales division, the impact was immediate: front-of-house teams could focus on customers in person, while bookings and enquiries were handled seamlessly in the background. The model quickly proved its value, with efficiencies, consistency, and customer satisfaction all improving - prompting Rygor to expand the service across additional sites and divisions.

88% of buyers believe that the customer experience is as important as a company’s products or services

Forbes Leadership Forum

Embedded into systems and ways of working

With direct access to Rygor’s internal systems and booking platforms, our team is able to schedule appointments, check service plans and warranties, capture critical vehicle data, and update records in real time. This level of integration allows us to manage calls with the same accuracy and confidence as an in-branch team. Customers benefit from one-call resolution and seamless service, whether they’re booking routine maintenance or discussing warranty cover.

A collaborative, evolving partnership

Rygor’s dedicated team at Moneypenny, led by experienced agents, operates in close step with site managers and head office contacts across the group. From the outset, the relationship has been built on shared values and trust with in-person visits, regular feedback loops and a deep knowledge of Rygor’s operations. The team has already helped Rygor consolidate booking operations across multiple locations and is now working closely with them to explore 24/7 support, ensuring the business continues to scale without compromise.

Come visit us and let’s talk​​

Samantha Jones, our Commercial Director for Bespoke Customer Teams, is ready and waiting to discuss your needs in more detail. Complete this form or call her today on 0333 202 1005.​