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 used Oxon for years and it helped to solve 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
Was using several different communication channels
Client was not able to communicate from website, hard to find information, slow reaction to customer's questions
Need for a better management for customer support teams
Want to reduce operational costs and inefficiencies

Solutions

Oxon’s solutions were implemented to solve every issue.
Omni-channel integration
OXON contact center is Omni-channel system. It allows your customer to engage on their channel of choice. Tokvila communication channels in use: calls, emails, web-chat, chat-bot.
Integrate web-chat and chat-bot to tokvila.lt
Tokvila wanted to have a chat-bot to decrease the workload from agents, but at first they needed a web-chat to be integrated to their web site. After the installation of the web-chat, OXON integrated Tokvila chat-bot. The chat-bot takes up to 30% of the workload from agents. When a customer opens a chat on the website he will start with the chat-bot. The bot will be able to give answers about prices, car models, cars rented by the company, delivery time, customized vehicles, etc. All simple and common questions will be answered by the chat-bot. If the chat-bot cannot help, the customer will be connected to a live-chat, where an agent will answer all the questions in real time.
Increasing use of external support call centers, mostly for telesale services, arranging meetings and Computer Assisted Telephone Interviews (CATI)
To increase CSAT and improve customer experience Tokvila started to use OXON contact centre, where an agent can work faster and more efficiently, a first reply time increases at least 100% and customers NPS for Tokvila will increase at least 5%.
OXON contact center
OXON dynamic agent desktop puts all your data into a single, easy-to-use interface, so the team will always have all the data they require to resolve problems the first time. Cost savings increase through better productivity of the company employees/agents. At the time of connecting the company agent has all the information about the client, free cars, their locations in order to give a fast answer to the client. If the client is already using their car the agent will see all the information about the customer and will react fast in case some issues occur.
Reporting system
OXON contact centre lets the company heads track their employees in real-time. They can see how many customers were connected with the agent, what issues the agent had, or how many deals he closed in a certain time. The 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 their problem. For example, if a client wants to buy a car, he is calling to IVR centre and choosing the 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 the customers to an agent who has the most competence in resolving their issue. When the agent finishes a call or a chat with the client, he can choose why the latter was connecting the call center and assign it to the theme. The themes are collected from calls, chats, emails etc. All the information is visible for team leaders, managers or other agents. In this way the company will be able to keep track of the most common questions and arising problems. The leaders can see what cars are the most popular, what issues are happening most often etc.
Clients data collecting, priorities system
The head or the leader of the Call Center will see all the statistics of the 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 to grow 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 in OXON database and will be visible for all agents, leaders and others who have access to Tokvila OXON system.
Customized surveys for client after services used
Customized surveys are sent by email or SMS at the end of the chat between the agent and the customer. Surveys can be customized any time, automatic surveys can be turned off, or be configured to use like a 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.