Download Largest GM dealer in the Middle East

Largest GM dealer in
the Middle East
AlJomaih Automotive company (AAC), the largest GM
dealer in the Middle East, has reported increased
productivity and improved customer service as a result of deploying a best-in-class
contact centre powered by Altitude uCI suite.
Largest GM dealer in the Middle East
Representing General Motors (GM) since 1967, Aljomaih
“In the first 4 weeks of the
Automotive is the largest GM dealer in the Middle East,
contact centre set up we were
and one of the largest in the world.
able to achieve higher levels of
It is the only dealer in the Middle East to have won GM’s
customer satisfaction with a 91%
prestigious “Chairman’s Challenge Award” every year
rate of telephone interactions
since its inception.
answered within 18 seconds.”
“We are constantly looking to boost levels of customer
Mr. Mohamed M. Khaled,
care in terms of sales and aftersales service to ensure
National & CRM Manager,
that Aljomaih provides the best customer ownership
Aljomaih Automotive Company
experience in the GCC region and beyond,” commented
Sheikh Ibrahim Aljomaih, Vice Chairman & CEO of AAC.
“We recognize the importance of superior automotive customer service as a key differentiator in
establishing and maintaining competitive advantage and as such, our desire to cultivate the highest
level of customer care is paramount.”
Powering ahead with Altitude
AAC recognized the need for an advanced customer interaction management solution to improve the
overall effectiveness of its contact centre operations. The specific requirements of the Dammambased automotive dealer were the following:

Handle heavy volumes of calls right after a new corporate campaign (ad, TV spot);

Handle new channels such as SMS and Email to enhance customer satisfaction;

Proactive appointment scheduling, specifically for car maintenance services;

Better target customers and enhance promotions;

Boost the productivity and efficiency of outbound telemarketing campaigns;

Extensive real-time reporting capabilities to ensure the overall effectiveness and efficiency of the
customer service operations. With hundreds of thousands of customers in KSA, Al Jomaih also
required consistent, up to date data quality to avoid any outdated, invalid or duplicated customer
records. “We wanted to be proactive and ensure we have quality, consistent information on our
customers and prospects to improve our communications as well as build our customer
relationships on a customized way, be it by phone, SMS, email or face-to-face,” said Mohamed M.
Khaled, National & CRM Manager at Aljomaih Automotive Company.
© Altitude Software Case Study – all rights reserved
2
“As an example, the owner of a 2006 GM car
should not get the same automotive service
reminder as the owner of a 2010 GM car; their
Client & Project Data

dealer in the Middle East, and one of
needs are different and we wanted to address
such key requirement.
Therefore, we were looking for a customer
the largest in the world

The
comprehensive, flexible, and easy to use in line
with our organizational efforts to become truly
customer centric,” added Khaled.
decided to implement the Altitude IP Contact
The Company’s network covers all three
regions of Saudi Arabia.
interaction management solution that was
After extensive market research, the company
AlJomaih Automotive is the largest GM
sole
distributor
Hummer,
Saab
and
Company’s
range
of
of
Cadillac,
Opel,
the
vehicles
also
includes Chevrolet and GMC.

The AAC Contact Centre is located in
Dammam, Kingdom of Saudi Arabia.
Centre Suite. Commenting on AAC‘s contact
centre software selection, Khaled said: “the
decision to select Altitude Software was based
on the company's ability to provide a scalable
and complete solution as well as its record for
Business Benefits
responsive technical assistance in the GCC

Region.
In
researching
this
respect,
different
while
vendors
we
and
were
getting
answered within 18 seconds.

references in Saudi Arabia, the best remarks
Call monitoring constantly shows an
average
were given from Altitude users across the
Kingdom, from Jeddah to Riyadh and Dammam."
91% rate of telephone Interactions
quality/satisfaction
rating
of 96%.

Improved
Customer
retention
by
handling new channels such as SMS
Boosting first call
resolution rates and
outbound campaigns
efficiency
and Email.
A Solution fully based on
Altitude Software
“The results have been very insightful," said

Altitude Unified Routing
Khaled. "In the first 4 weeks of the
contact

Altitude Unified Dialler
centre set up we were able to increase the size

Altitude Unified Desktop
of our database by 300%, and achieve higher

Altitude Scripting
levels of customer satisfaction with a 91% rate

Altitude Knowledge Base
of telephone interactions answered within 18

Altitude Management Portal
seconds. Besides, our call monitoring constantly

Altitude Voice Portal
shows an average quality/satisfaction rating

Altitude Voice Recorder
of 96%”.

Altitude Multimedia (SMS, Email)

Altitude Connector to Microsoft
Business operations within the AAC contact centre
today include customer service, technical updates,
new promotions and appointment scheduling.
Dynamics CRM

Altitude vBox
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3
With the new contact centre system in place,
AAC is able to schedule call backs, manage
Solution’s Advantages
call lists for targeted marketing operations,

Software Solution
simplify access to critical caller information
An
such as car owner maintenance history,
applications that couple the power and
provide
as
reliability of communications technology
recording, storage, and retrieval of customer
with advances and innovation in software
real-time
monitoring
as
well
interaction sessions.

integrated
suite
of
software
Suite Based but Modular Solution
“Altitude has clearly helped us integrate
A component – based approach lets
telephony, fax, SMS and email channels with
organizations expand the solution as they
desktop computers to empower our contact
need, leveraging existing investments
centre
agents
with
critical
customer

Competitive Advantage
information – all major factors in providing
Ease of use and speed of implementation
prompt, efficient and differentiating customer
offer a lower total cost of ownership
care,” concluded Khaled.
Awarded Customer
Service Excellence
AAC recently won the prestigious Grand Masters
Status from General Motors. The status was
awarded to AAC after showing an excellent
improvement and achievement of highest
customer
satisfaction
level
in
terms
of
customer care, car delivery process and quality
of vehicle service experience. AAC Chief
Operating Officer, Sheikh Waleed Aljomaih,
underlined Aljomaih’s commitment in providing the best in class “Total Solutions” to all customer
needs regarding owning and maintaining a vehicle. General Motor’s Grand Masters Status is a
comprehensive program that evaluates dealers on very stringent targets of customer value
managament, pre-delivery and delivery experience, quality service and maintenance experiences in
addition to volume and share targets.
Contacts
Altitude Software MENA
Middle East & North Africa
PO Box 500071 – Dubai, UAE
Tel + 971 4 391 8880
E-mail: [email protected]
www.altitude.com
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4