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 company in Ukraine.
Rental.ua is working is 6 different Ukraine cities.
45 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

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.
Still using several different communication channels
There are no communication services in web-site
Customer engagement in online world is critical
Reducing operational costs and inefficiencies
Better manage customer support teams
Client isn’t able to communicate from web-site, hard to find information, slow reaction to customer questions

Solutions

Oxon’s solutions were implemented accordingly every issue.
Omni-channel integration
OXON contact center is Omni-channel system. 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 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 Rental.ua 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 rents, locations where customer can take and leave the cars 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 Rental.ua started to use OXON contact center, where agent can work faster and more efficiently, first reply time increases 100% at least and customers NPS for Rental.ua will increase at least 2%.
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 client, free cars, their locations and etc. to give a fast answer to client. If 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 center lets leads of company to track their employees in real time. They can see how many customers was connected with 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
Calls are divided by Skill Based Routing system. People calling to 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 car in Kiev, then the client is calling to IVR center and choose the city and service he want to have. After this, he will be connected to an agent who is responsible for returns in Kiev. This way the system transfers them to an agent of his branch 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 Rental.ua to grow experience of customers, to increase customer NPS and get strong as a company in 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 system for all agent, leaders and others who has 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 send in email or SMS in a moment when 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
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 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.
Main benefits for company
Cost savings through increased productivity of company employees/agents (about 25000 eur each year), increased customer satisfaction.
Extra benefits
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.
Rental.ua with Chat-bot decrease about 23% of customer’s flow from live-agents. About 35 customers per day from only one agent.