Car Rental

Oxon + Car Rental Industry

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CarRental_case-study
Rental.ua_case-study
Rental.ua is one of the biggest local car rental companies in Ukraine.
Rental.ua is working is 6 different Ukraine cities.
45 employees
10 Contact Center agents
The firm used Oxon for years and it helped to improve several issues as well as upgrade business to a new level.

Customers

80000
per month

Customers

150
per agent per day

Calls

100
per day

Emails

50
per day

Problems

The firm was faced with the following problems and challenges.
Was using several different communication channels
Customer engagement in online world was critical
Reduce operational costs and inefficiencies
Need for a better management of customer support teams
Client was not able to communicate from website, hard to find information, slow reaction to customer's questions

Solutions

Oxon’s solutions were implemented to solve every issue.
Omni-channel integration
OXON contact center is Omni-channel system. It allows customers to communicate though the channel of choice. Rental.ua communication channels in use: calls, emails, web-chat, chat-bot.
Integrate web-chat and chat-bot to rental.ua
Rental.ua wanted to have a chat-bot to decrease workload from agents, but at first they needed a web-chat to be integrated to their web site. After the integration of the web-chat OXON integrated the Rental.ua 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 company rents, locations where customers can take and leave the cars etc. All the simple and common questions will be answered by the chat-bot. If the chat-bot did not 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 Rental.ua started to use OXON contact center, where an agent can work faster and more efficiently. First reply time increases at least 100% and customers NPS for Rental.ua will increase at least 2%.
Increase agents' efficiency with OXON contact center and decrease operational costs
OXON dynamic agent desktop pulls all your data into a single, easy-to-use interface, so the team always will have all the data required to resolve problems the first time. Cost savings appears through increased productivity of the company employees/agents. When a client is connecting the company agent has all the information about the client, free cars, their locations etc. 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 that customer and will react fast in case some issues occur.
OXON contact center enable leaders to follow all the agents
OXON contact center lets the leads of the company 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. 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
Calls are divided by Skill Based Routing system. People calling Rental.ua in IVR system have to choose the purpose of their call based on the problem they have. For example, they want to give back a car in Kiev. The client is calling the IVR center and choosing the city and service he wants to have. After this, he will be connected to an agent who is responsible for returns in Kiev. This way the system transfers customers to the 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 he was connecting the call center or assign it to the theme. The themes are collected from calls, chats, emails, etc. All the information is visible for the team leaders, managers or other agents. In this way the company is 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
About OXON data collecting. The head or the lead 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 Rental.ua to grow the experience of customers, to increase customer NPS and become a strong company in the car rental business.
External calls recording
All calls can be recorded in OXON contact center. Records will be saved to OXON database and will be visible in the system for all agents, leaders and others who have access to Rental.ua OXON system.
Customized surveys for client after services used
OXON created customized messages to track Rental.ua feedback form clients. Customized surveys are sent by email or SMS at the end of the chat. Surveys can be customized any time, automatic surveys can be turned off, or can 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
180
s
140
s
Annual contact centre operational costs
144 000
120 000
Annual contact centre operational costs decrease
-
%
15
%
First Call resolution
87
%
89
%
Email First reply time decrease
-
%
27
%
Calls answered within 20s
68
%
82
%
Customers flow decrease with Chat-bot
-
%
9
%
Average of emails handled
per day per agent
45
52
Average of calls handled
per day per agent
73
88
Callbacks answered
49
%
60
%
Customer NPS
39
pt
71
pt
Overall benefits for the company
The head or the lead of 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.
Main benefits for the company
Cost savings through increased productivity of the company employees/agents (about 25000 eur each year), increased customer satisfaction.
Extra benefits
When the agent finishes a call or a 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 etc., all the information is visible for the team leaders, managers or other agents. In the way the company will be able to keep the track of the most common questions and arising problems.
Rental.ua decrease about 23% of customer’s flow from live-agents using Chat-bot. About 35 customers per day from only one agent.