Case Study, Contact Center
How car2go Scaled
Customer Service
to 700,000 Members
car2go needed a contact center partner who could master a complex business, speak for their brand, and scale across a continent. Aureon delivered.
Partnership Overview
A Rapidly Growing Global Brand Needed a Partner Who Could Keep Up
car2go grew from a single German city to serving more than one million customers globally, expanding across North America faster than most organizations could staff for. That pace demanded a contact center partner capable of ramping quickly, staying flexible, and maintaining consistent service quality as member volume surged.
car2go's operations span telematics, mechanics, geography, and accounting — a uniquely complex business requiring representatives to master a breadth of knowledge before ever speaking to a member. Finding a committed partner willing to invest in deep training was critical to making the partnership work.
Rapid Expansion at Scale
car2go grew from a single German city to serving more than one million customers globally. That pace demanded a contact center partner that could ramp quickly, stay flexible, and keep quality consistent as member volume surged across North America.
Multi-Area Expertise Required
car2go's operations span telematics, mechanics, geography, and accounting. Representatives had to master a complex, unique business before ever speaking to a member — a high bar that required a committed partner willing to invest in deep training.
A Midwestern Workforce Trained to car2go Standards
Aureon provided a team of highly educated associates with a Midwestern work ethic at a competitive price — professionals equipped to represent a premium brand and handle complex member interactions with confidence and care. Before speaking to a single member, Aureon completed car2go's full training program to thoroughly understand the platform, fleet operations, and member experience.
As car2go expanded across North America, Aureon scaled staffing and support capacity in tandem — delivering high-quality contact center services at a price that made financial sense for a high-growth company.
Experienced Associates
Aureon provided highly educated associates with a Midwestern work ethic at a competitive price — professionals equipped to represent a premium brand and handle complex member interactions.
Committed Training Investment
Aureon completed car2go's full training program to thoroughly understand the platform, fleet operations, and member experience — ensuring agents could speak authentically for the brand from day one.
Flexible Scalability
As car2go expanded across North America, Aureon scaled staffing and support capacity in tandem — without sacrificing quality — keeping pace with car2go's accelerating member growth.
Competitive Cost Structure
Aureon delivered high-quality contact center services at a price that made financial sense for a high-growth company. Midwestern labor economics and operational efficiency kept costs in check as volume climbed.
Quality Service at Scale — With Results That Speak for Themselves
Between 2013 and 2015, car2go saw an 85% increase in membership — yet contact center costs grew by only 15%. Aureon's scalable model meant car2go could grow fast without letting support costs spiral out of control.
From 2015 to 2016, car2go achieved nearly 20% in cost savings while simultaneously experiencing a significant increase in call volume. Aureon's operational efficiencies delivered more value at a lower cost as the program matured.
Explosive Membership Growth, Controlled Costs
Between 2013 and 2015, car2go saw an 85% increase in membership — yet contact center costs grew by only 15%. Aureon's scalable model kept support costs from spiraling out of control.
Significant Year-Over-Year Savings
From 2015 to 2016, car2go achieved nearly 20% in cost savings while call volume increased. Aureon's operational efficiencies delivered more value at a lower cost as the program matured.
Results That Speak for Themselves
"The decision to outsource our contact center services wasn't one that we took lightly. Our business is constantly growing and evolving, so to trust an outside party to literally speak for our brand took a huge leap of faith. By working with a partner who is not only committed to providing great customer service interactions, but is able to offer solutions for our myriad of challenges, that's peace of mind that can't be bought."
Dana Golding
Director of Member Services, car2go
Car Sharing · Global Operations · 1M+ Members Worldwide
A Contact Center Partner That Grew With a Global Brand
car2go launched in Ulm, Germany in 2008 and quickly became the world's largest free-floating car sharing service. As the platform expanded across North America, its member base grew at a pace that demanded a contact center partner capable of scaling fast, mastering a complex business, and consistently representing the car2go brand.
Aureon answered that call. Rather than simply staffing a phone queue, Aureon committed to fully understanding car2go's operations — from telematics and vehicle mechanics to geography and member accounts. That investment in training and knowledge gave car2go something rare: a partner who could genuinely speak for their brand.
The results validated the partnership. Between 2013 and 2015, car2go grew membership by 85% while contact center costs rose only 15%. By 2015–2016, efficiencies drove nearly 20% in savings even as volume increased. Aureon now serves more than 700,000 car2go members across North America, delivering the kind of confident, knowledgeable support that builds lasting customer loyalty.
Frequently Asked Questions
car2go operates a free-floating car sharing platform that involves telematics systems, vehicle mechanics, geographic home area rules, member accounts, mobile app support, and insurance — all in a single customer interaction. Representatives needed deep knowledge across multiple disciplines to handle calls effectively. That level of complexity required a partner willing to fully invest in training and capable of retaining specialized expertise at scale.
car2go needed a partner that combined passion for customer service with the expertise to handle a diverse and complex operation. Aureon stood out by offering a team of highly educated associates with a Midwestern work ethic at a competitive price point — and critically, by demonstrating commitment upfront. Aureon completed car2go's full training program before supporting a single member, signaling the kind of partnership investment car2go needed to trust an outside party with their brand.
Aureon built scalability into the engagement from the start. As car2go expanded across North America, Aureon scaled staffing in step with demand — adding capacity without sacrificing quality or letting costs grow disproportionately. Between 2013 and 2015, membership grew 85% while contact center costs increased only 15%, a ratio that reflects Aureon's ability to grow efficiently while maintaining service standards.
The financial results of the partnership were significant. During 2013–2015, car2go achieved an 85% membership increase with only a 15% rise in contact center costs — a strong efficiency ratio for a high-growth business. Then in 2015–2016, as operations matured, car2go realized nearly 20% in year-over-year savings even while call volume continued to increase. Aureon's combination of competitive pricing and operational efficiency delivered measurable value at every stage of growth.
Aureon's contact center model is built around understanding the client's business deeply before the first call is taken. For companies like car2go that operate across multiple disciplines, Aureon invests in thorough training and builds teams capable of handling nuanced, multi-topic interactions. This approach allows clients to trust that every member interaction reflects their brand standards — giving leadership genuine peace of mind when placing their customer relationships in Aureon's hands.
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