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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hundreds of thousands of customers in KSA, Al Jomaih also required consistent, up to date data quality to avoid any outdated, invalid or duplicated customer records.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 © Altitude Software Case Study – all rights reserved 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 © Altitude Software Case Study – all rights reserved 4