CA Auto Bank UK is a multi-entity organisation operating across contract hire, vehicle leasing and short-term rental services. As the business scaled, different parts of the group were relying on legacy telephony that was no longer fit for purpose - creating operational friction and making collaboration harder across the wider organisation.
To avoid a short-term fix, CA Auto Bank partnered with Fortay Connect for CCaaS vendor selection and contact centre procurement support, ensuring the chosen platform could scale across the group while supporting compliance, resilience, and customer journey improvements.The project started with an immediate pain point in one part of the organisation: the short-term rental operation had outgrown its existing phone system. But it quickly became clear that solving this as a single entity would only create more fragmentation.
Instead, CA Auto Bank decided to pursue a group-wide customer communications and contact centre platform replacement, unifying multiple businesses under one scalable solution.
The difficulty wasn’t just technology, it was confidence. Internal teams were strong in procurement, but contact centre procurement introduced a knowledge gap.
“I didn’t know anything about telephony… and I was asked to do the procurement for it. But, we quickly learne that we didn’t have the expertise to actually purchase what we needed.”
- Justine Long, Head of Operations, CA Autobank
Like many organisations buying CCaaS/contact centre solutions, CA Auto Bank faced a market full of technical language and vendor documentation that made comparing solutions difficult.
CA Auto Bank brought Fortay Connect in to lead a structured process, helping translate technical detail into business outcomes, and ensuring stakeholder requirements were clear, prioritised, and aligned.
Rather than pushing a single product, Fortay Connect acted as an impartial partner across discovery, tender creation, evaluation, and decision-making.
“He pulled out the jargon… put it into basic English so we get it.”
A common challenge emerged early: stakeholders knew what wasn’t working, but didn’t know what was possible with modern cloud contact centre platforms.
“The hardest bit was asking people what they wanted… Half the problem was we didn’t know what they could do now versus what we had.”
Fortay Connect helped shape stakeholder input into a prioritised set of requirements that supported long-term scalability, operational resilience, and better customer communications.
Turning requirements into a strong tender was a key part of enabling a confident buying decision.
“Mark helped me produce the right information for the tender to ask the right questions, because I would have never known what questions to ask.”
The vendor responses looked similar at face value, but the differences appeared in capability, fit, and delivery detail.
“On paper, they all looked very similar… but Mark… knew what we thought looked similar wasn’t actually similar.”
This reduced risk and avoided the classic CCaaS procurement trap: choosing a solution that “ticks boxes” but fails in real-world customer operations.
A key requirement was selecting a solution that could work across the group as one platform, not a collection of disjointed services presented as a single product.
The selection process focused on:
Reliability and resilience (mission-critical uptime expectations)
Compliance and governance improvements
Supporting a better customer journey across entities
Group-wide collaboration and standardisation
A vendor roadmap that evolves through continuous improvement
As the team described it, the goal was to invest in a platform that improves continuously, not a “one and done” system.
For CA Auto Bank, the status quo wasn’t sustainable. Outdated systems created risk across both operations and customer communications.
“We wouldn’t move forward as a business. We won’t improve our compliance, we won’t improve our customer journey.”
By removing ambiguity and translating complexity into outcomes, Fortay Connect helped stakeholders move forward with confidence.
“Without them, we wouldn’t have been able to get what we want today or understand what we were buying.”
For many businesses, uptime is an IT metric. For CA Auto Bank, it’s operational reality.
The organisation runs 10,000+ minutes of inbound calls per month, making resilience a non-negotiable requirement.
“Does the system work? Does it ever go down? And if it goes down, how quickly does it come back up?”
Many vendors defaulted to selling solutions CA Auto Bank didn’t fully understand, or that didn’t match the business requirements.
“They were trying to sell us something that we didn’t understand… they didn’t understand our current requirements.”
Fortay Connect provided an impartial view of the market, focused on selecting the right solution based on fit — not preference.
“They're impartial, they're the honest ones… it doesn’t matter which provider I chose.”
Following a structured vendor selection process, CA Auto Bank has chosen Zoom as its communications platform moving forward.
The chosen direction supports CA Auto Bank’s wider ambition: an omnichannel, AI-powered contact centre that can scale across the group. Improving resilience, strengthening compliance, and delivering a better end-to-end customer experience.
Alongside core contact centre functionality, CA Auto Bank is also positioned to unlock additional value through conversational intelligence using Zoom Revenue Accelerator, helping teams capture insight from customer interactions and turn it into improvements across performance, coaching, and customer journeys.
But the real win wasn’t “picking a vendor”, it was getting there with confidence.
By translating requirements into a clear tender, evaluating solutions beyond surface-level similarities, and aligning stakeholders around what mattered most, CA Auto Bank now has a platform decision built on long-term outcomes: uptime and resilience, improved compliance, and a stronger customer journey across the group.
Fortay Connect will continue supporting implementation to keep momentum high and ensure the solution delivers value from day one.
If your organisation is considering modernising its customer communications or contact centre platform without deep internal expertise, the guidance is simple:
“Get help. Get experts like Fortay Connect in… otherwise you’re going to end up buying something that is not necessarily fit for purpose.”
Want the same clarity and confidence for your CCaaS/Contact Centre strategy? Book a chat with Mark here.