Car Dealership

Oxon + Car Dealership Industry

Wave
CarDealership
Toyota_case-study
Tokvila is the largest sales, services and repair centre of Japanese car manufacturer TOYOTA in Lithuania and the only one in Vilnius city
85 employees
10 Contact Center agents
The firm’s used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

20000
per month

Customers

90
per agent per day

Calls

65
per day

Emails

25
per day

Problems

The firm was faced with the following problems and challenges.
Omni-channel integration with OXON contact center
Still using several different communication channels
There are no communication services in web-site
Client isn’t able to communicate from web-site, hard to find information, slow reaction to customer questions
Better manage customer support teams
Reducing operational costs and inefficiencies

Solutions

Oxon’s solutions were implemented accordingly every issue.
Omni-channel integration
OXON contact center is Omni-channel system. Tokvila communication channels in use: calls, emails, web-chat, chat-bot.
Integrate web-chat and chat-bot to tokvila.lt
Tokvila wanted to have chat-bot to decrease workload from agents, but at first they needed web-chat to be integrated to their web site. After the integration of web-chat, OXON integrated Tokvila chat-bot. Chat-bot takes up to 30% workload from agents. When customer opens chat in website he will start with chat-bot. Bot will be able to give answers about: prices, car models, company renting cars, delivery timing, customized vehicles and etc. All the simple and common questions will be answered by chat-bot. If chat-bot didn’t help, customer will be connected to live-chat, where agent will answer to all the questions in real time.
Increasing use of external support call centers, mostly for services telesales, arranging meetings and Computer Assisted Telephone Interview (CATI)
To increase CSAT and improve customer experience Tokvila started to use OXON contact centre, where an agent can work faster and more efficiently, first reply time increases 100% at least and customers NPS for Tokvila will increase at least 5%.
Increase agent’s efficiency with OXON contact center and decrease operational costs
OXON dynamic agent desktop pulls all your data into one easy-to-use interface, so the team always will have all the data they require to resolve calls for the first time. Cost savings through increased productivity of company employees/agents. When client is connecting company agent has all the information about the client, free cars, their locations and etc. to give a fast answer to the client. If the client is already using their car agent will see all the information about that customer and will react fast if there some issues.
OXON contact center able leaders to follow all agents
OXON contact centre lets to the company leads to track their employees in real-time. They can see how many customers were connected with the agent, what issues had agent, or how many deals he closed in selected time. Team leader will see all the information in his own OXON dynamic team leader desktop.
Inbound calls will go through IVR system and will be divided by Skill Based Routing system
People calling to Tokvila in IVR system have to choose the purpose of their call based on the problem they have. For example, they want to buy a car, then the client is calling to IVR centre and choose service he wants to have. After this, he will be connected to an agent who is responsible for sales in Tokvila. This way the system transfers them to an agent who has the most competency in resolving their issue. When agent finishes a call or chat with a client, he can choose why he was connecting the call center or assign it to the theme. The themes are collecting from calls, chats, emails and etc., all the information is visible for the team leaders, managers or other agents. In that way the company will be able to keep track of the most common questions and arising problems. The leaders can see what cars are most popular, what issues are happening mostly and etc.
Clients data collecting, priorities system
OXON data collecting. The head or lead of Call Center will see all the statistics of business, employees’ efficiency, resolution speed of the problems, main issues and purposes why clients are contacting them. This will help Tokvila to grow the experience of customers, to increase customer NPS and get strong as a company in car sales and services business.
External calls recording
All calls can be recorded in OXON contact centre. Records will be saved to OXON database and will be visible in the system for all agent, leaders and others who has access to Tokvila OXON system.
Customized surveys for client after services used
Customized surveys are sent in email or SMS in a moment when an agent or customer finishes the chat. Surveys can be customized any time, automatic surveys can be turned off, or can be configured to use like massive messages tool.

Results

After successful implementation the following results were achieved.
Table
Before OXON With OXON
Average of call handling time
230
s
190
s
Annual contact centre operational costs
12 000
10 000
Annual contact centre operational costs decrease
-
%
19
%
First Call resolution
86
%
90
%
Email First reply time decrease
-
%
12
%
Calls answered within 20s
87
%
92
%
Customers flow decrease with Chat-bot
-
%
13
%
Average of emails handled
per day per agent
53
66
Average of calls handled
per day per agent
30
35
Callbacks answered
27
%
52
%
Customer NPS
62
pt
77
pt
Cost savings
Cost savings through increased productivity of company employees/agents (about 13000 eur each year), increased customer satisfaction.
Chat-bot
Chat-bot decrease about 13% of customer’s flow from live-agents. About 11 customers per day from only one agent.