B2B dealer and supplier support for a United States automotive parts group

The client is a United States automotive parts manufacturer and distributor with a cross-border supply chain deeply integrated with Mexico under the USMCA framework. It supports a network of dealers, workshops and suppliers on both sides of the border, many of whom operate in Spanish.

The client's dealer and supplier support was slow and inconsistent. Median resolution on a dealer enquiry stood at 168 minutes, because enquiries were handled by supply-chain coordinators who interrupted execution work to answer them.

Order processing carried an accuracy problem. At 71% order accuracy, nearly three in ten orders required correction, each adding delay and cost to a just-in-time automotive supply chain where delay is expensive.

The bilingual requirement was genuine and specific. Dealers and workshops on the Mexican side of the supply chain operated in Spanish, those on the US side in English, and the client's US-based support struggled to serve both well.

Growth in the client's cross-border business had made the situation acute, because every additional dealer added enquiry load to a fixed coordinator pool.

Corpshore Mexico proposed Monterrey, the heart of Mexico's automotive and industrial economy, whose workforce understands manufacturing and cross-border supply chains and is natively bilingual in the register this B2B audience uses. Monterrey's proximity to the US border and its automotive cluster made it the obvious fit.

Corpshore proposed separating enquiry handling from execution rather than adding coordinator headcount, and structuring the team to serve both English and Spanish B2B audiences natively, which no competing bid matched.

Fifty-two specialists in Monterrey: 24 on dealer and supplier support, 20 in order processing, 8 in supply-chain coordination, with four team leaders and two QA analysts. Coverage aligns to US and Mexican business hours. The team includes staff with automotive and manufacturing supply-chain experience.

Separate support from execution. Dealer and supplier enquiries were routed to a dedicated bilingual support desk, returning coordinator capacity to execution.

Order accuracy pre-check. A structured pre-submission check against a codified error taxonomy, built from the client's own order-error history, identified the recurring causes and prevented them at source.

Native bilingual B2B service. The team serves Spanish-side and English-side dealers each in their own language and register, rather than defaulting to one.

Proactive order status. The desk pushes order and shipment status at defined milestones, removing a share of enquiries entirely.

Median dealer and supplier enquiry resolution fell from 168 minutes to 38 minutes. Order processing accuracy rose from 71% to 96%.

The associated reduction in order corrections cut delay in a just-in-time supply chain, which the client valued beyond the direct cost saving.

The client onboarded additional dealers without adding supply-chain coordinator headcount.