Autohero: building a team that grows

Autohero: structured HR support for international growth

Client overview

Client: Autohero
Sector: Online car sales
Mission: Improve HR management and help operational teams grow across sales, customer service, after-sales and financing
Region: Europe

Autohero is a European company specialising in online vehicle sales, offering a smooth, fully digital and secure buying experience. As it grew rapidly, the company faced a fast expansion of its teams and higher activity volumes across several departments, while needing to maintain quality and productivity.

The challenges

As its operations expanded across Europe, Autohero faced several strategic challenges:

• Support growth by strengthening staffing without increasing the burden on internal managers.
• Improve HR management and free internal teams for higher-value work, including second-line support and leadership.
• Maintain operational continuity through peaks in activity, absences and entry into new markets.

The aim was twofold: create a lasting structure for outsourced HR support and ensure consistent performance across the services supported by GetHumanCall.

The GetHumanCall solution

GetHumanCall created a comprehensive, tailored HR support system for Autohero, combining careful organisation, responsiveness and performance monitoring.

Operational organisation

• Initial and ongoing training: every agent receives full onboarding followed by an individual skills development plan.
• Performance management: a client dashboard brings together qualitative and quantitative KPIs.
• Regular monitoring: weekly and monthly reports track progress, identify improvements and anticipate resource needs.
• The exclusive AutoHero Care replacement system: automatic replacement with notification when an agent is absent, designed to ensure 100% service continuity.
• Dedicated management: a GetHumanCall manager coordinates daily work, at one eighth of a full-time role per agent, included in the hourly rate.

Results

HR performance under control

• Staffing close to 100% of planned levels, keeping teams available.
• No service interruption, thanks to AutoHero Care and responsive management.
• Continuous improvement in internal indicators, including punctuality, quality and team productivity.

A growing partnership

• The team expanded in 2025 with additional GetHumanCall colleagues dedicated to Autohero.
• Support extended to further internal services, including financing and after-sales.
• Stronger communication and joint management to support Autohero’s European growth.

Next objectives

GetHumanCall and Autohero are continuing their partnership with ambitious objectives:

• Reach a CSAT score of 95% for support interactions.
• Reduce the SLA to less than six hours for internal requests.
• Maintain an appropriate agent allocation for each service.
• Bring new HR projects into the partnership to widen its scope and strengthen overall performance.

Client testimonial

“Thanks to GetHumanCall, our HR organisation has become smoother, more responsive and more predictable. The monitoring and replacement system gives us uninterrupted continuity, even during busy periods. This partnership has become an essential driver of our growth.”
— The Autohero team