TopCar: Scaling Customer Experience with Automation and AI

Together with redk, TopCar developed a comprehensive strategy built on three pillars: process optimisation, team enablement, and technology implementation. The collaboration included identifying areas for improvement, designing tailored solutions, and providing ongoing support to maximise the use of Salesforce.

Objectives

With over four decades serving travellers in the Canary Islands, TopCar has become a benchmark in the car rental industry thanks to its modern fleet and customer-first approach. As demand grew, the company needed a strategic partner to scale its customer service model without compromising quality or personalisation.

TopCar partnered with redk to evolve its customer service model with data-driven, intelligent solutions designed to streamline operations and improve customer satisfaction. The objectives included:

Scale customer service without losing quality and personalisation

Adapt the support model to a high-demand environment, ensuring a smooth, proactive experience aligned with customer expectations.

Automate key processes in service and marketing

Reduce operational workload through guided workflows, automated journeys, and a knowledge base to improve case resolution and customer communications.

Centralise data for efficient management

Unify customer information into a single platform to deliver faster, more relevant, and consistent responses across all touchpoints.

Enable data-driven decision-making

Use customer behaviour analysis to improve segmentation, personalise interactions, and guide marketing and service actions with accurate, up-to-date data.

Ensure scalability of the operating model

Design a flexible infrastructure capable of supporting continuous growth without compromising efficiency or customer experience.

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Challenges & Solutions

Working with redk allowed TopCar to tackle the main challenges of its customer service model. Through tailored, automation-focused solutions, the company achieved a sustainable transformation aligned with its growth goals.

Challenge

Solution

Desafio

Limited collaboration and misaligned workflows between teams.

High operational workload, with the need to improve efficiency.

Lack of visibility into performance and customer experience metrics.

Insufficient personalisation and segmentation in marketing communications.

Training needs to maximise the use of newly implemented tools.

Overloaded agents dealing with repetitive queries, making it difficult to prioritise critical cases.

Solución

Salesforce implementation as a single platform to centralise operations, enhance internal communication, and align processes.
Automation of key processes, standardised workflows, and continuous improvements to reduce task times and boost productivity.
Use of Salesforce dashboards and reporting to track KPIs and support data-driven decisions.
Marketing Cloud integration to launch more effective, segmented campaigns with automated journeys tailored to the customer lifecycle.
Ongoing Salesforce training programmes, ensuring full adoption and effective use of the technology.
Deployment of Agentforce, an intelligent autonomous agent to automate FAQs, categorise complex cases, and recommend vehicles based on customer profiles.

Key Results

Through automation, personalisation, and structured scalability, TopCar has enhanced customer experience, optimised resources, and reinforced its ability to grow while staying true to its customer-focused essence.

Operational efficiency and team collaboration

Optimised processes reduced task completion times and improved team productivity.

Salesforce centralisation streamlined access to customer data and enhanced coordination between departments.

30% reduction in operational workload through automation and AI

38% of cases now resolved without human intervention.

Critical case resolution times improved to an average of 2.8 days (previously 3–4.5 days).

39% of automated interactions handled FAQs (insurance, pricing, excess), proving the system’s effectiveness.

92% of autonomous agent sessions show real customer interactions, confirming user acceptance.

Enhanced marketing effectiveness and personalisation

Improved open and click rates in campaigns after Marketing Cloud implementation.

More precise database segmentation enabled communications tailored to customer profiles and behaviours.

Automated journeys support customers across the entire lifecycle, improving overall experience.

Continuous training increased team autonomy, reduced errors, and improved campaign execution.

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About

TopCar

TopCar is a leading car rental company in the Canary Islands with over 40 years of experience. Known for its modern premium fleet, competitive prices, and strong commitment to customer comfort, safety, and peace of mind. More information at top-car-hire.com .

Industry

Automotive

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Name Surname

Position, Company name

Working alongside redk has enabled us to grow sustainably, without losing our close relationship and personalised customer service. We have professionalised and optimised our customer service processes, thanks to good communication and collaboration between teams. More than just a project, it has been the beginning of a journey of shared growth.

Sara Cabral Alvarez

Deputy Director at TopCar

Since we began working with TOPCAR, our relationship has grown closer and more collaborative. This year, we have successfully implemented solutions that have truly made a difference, helping to improve and optimise ATC service processes. The collaboration and rapport we have established have enabled us to effectively identify opportunities and develop strategies that increase operational efficiency. I am delighted to be part of this project and excited about all that we can still achieve together.

Eva Serrano

Project Lead Salesforce at redk

Collaborating with TopCar has been a very enriching experience. From the outset of our relationship, the strong connection between our teams has facilitated a deep understanding of their business. Together, we have developed customised solutions in Marketing Cloud and Service Cloud that align with their strategic objectives. The incorporation of artificial intelligence has been a highlight, as we have implemented an autonomous agent that handles frequently asked questions, allowing the team to focus on higher-value tasks. Thanks to these improvements, we have optimised processes and elevated customer service, resulting in a more seamless and personalised experience. It has been a real pleasure to work with TopCar and observe their evolution in the market.

Maitane Santamaría

Salesforce Project Lead at redk