We became an extension of MSVO’s team, taking ownership of the full customer journey. The approach was both strategic and hands-on to deliver smooth communication, precise execution, and a premium experience for every customer.

Here’s how we did it:

From launch to a full order book

• Provided end-to-end customer journey management.
• Managed all customer allocation and sales transactions.
• Designed and built enquiry pages on the Multimatic Motorsports website to collect interest and begin communications with viable prospects.
• Managed contact with allocated customers, ensuring clear communication from the outset.

Vehicle specification and production coordination:

• Guided customers through the specification and livery selection process, using bespoke renderings to bring their vision to life.
• Developed customised communication processes for seamless information transfer between customers and the production facility in Canada.

Branding and digital customer experience:

• Crafted the brand identity and tone of voice to reflect the exclusivity of the MSVO vehicles.
• Designed customer online web portal and configurator, ensuring a smooth user experience (UX) and easy access to information.
• Created technical documents, user manuals, marketing assets, and digital materials to enhance customer experience (CX).

In-house motorsport engineering knowledge:

• Our team members have extensive motorsport engineering experience. This, combined with skills in marketing and client services, means we can answer technical customer questions and develop technical marketing material.

Logistics and delivery

• Managed third-party suppliers for specialist elements such as livery paint materials and race suits.
• Coordinated vehicle delivery logistics, including export requirements, ensuring cars arrived on time and exactly as ordered.
• Handled customer invoicing and administrative processes to maintain efficiency.

Ongoing customer engagement, events and aftercare

• Invite customers to Multimatic On Track events, strengthening relationships beyond the point of sale.
• Manage the invitation process leading up to the events.
• Communicate technical update bulletins to customers.
• Ensure consistent communication between customers and MSVO throughout the entire build, delivery and aftercare process.

The impact of our structured, detail-oriented approach was clear:

• Established clear, repeatable processes for customer interaction and production coordination, improving sales, allocation, and customer support efficiency.
• Customers received their cars exactly as specified, with bespoke, complex livery and option designs.
• 120 (and rising) vehicles successfully delivered.

Owning a bespoke Ford GT Mk II, Ford GT Mk IV or Bronco DR isn’t just about purchasing a vehicle; it’s about being part of a unique, high-performance experience. Through structured processes, clear communication, and brand-driven engagement, we ensured that MSVO customers felt supported and valued every step of the way.

By handling the complexities behind the scenes, MSVO could focus on what they do best, engineering world-class performance vehicles, while delivering a premium, plug-in concierge service that exceeded customer expectations.