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Contact center solution for Automobile Dealers



Background:

An authorised delearship for Automobile industry have customer care team to handle customers in
Pre and post sales service
Insurance sales and renewal
Customer greivances
New offers & product launch

The team faced multiple difficulties in handling day to day tasks without an external support.


Business Challenges:

No regular follow up alerts or monitoring, which lead to lost opportunities
No call recording for quality monitoring and disputes resolution
No tools to evaluate the employee's efficiency
Difficulty in marketing and promotional activities
Difficult to manage the multi branches coordination
Difficulty to reach out customers due to technical glitches, hence less productivity
Deteriorating levels of customer satisfaction


Solution Delivered:

*astTECS Call Center dialer is an ideal solution to provide an unified interactions management and empowered the dealer to deliver superior customer experience


Benefits:

Proper Follow up and call back scheduling: This has helped the dealer to ensure all customers are followed up regularly and call back promises are met, thus leading to better lead turnaround.

Call Recordings: Complete call recordings for quality monitoring and disputes resolution

Easy SMS Integration: Seamless SMS integration to send personalised and timely alerts on insurance renewals/ Vehicle service.

Effective Marketing Campaign: The voice blasting helps to announce for new offers / product launch effectively.

MIS and Performance Reporting: *astTECS call center solution enabled the management to generate proper MIS and performance reporting which helped them better service management and employee performance evaluation.

Multi Branch Management: All the branches are connected through VPN for easy coordination and effective management.

Hassle free interaction with customers: Auto call helps to connect with agents without technical glitches, hence save time while increasing the productivity


*astTECS Call Center Solution can also integrate with the existing CRM / DSM seamlessly which will provide the facility to record and track customers history to provide instant service



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