Autohaus

Oxon + das Autohausgewerbe

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Tokvila ist das größte Verkaufs-, Service- und Reparaturzentrum für den japanischen Autohersteller TOYOTA in Litauen.
85 Mitarbeiter/innen
10 Contact Center Mitarbeiter/innen
Die Firma setzt Oxon bereits seit mehreren Jahren erfolgreich ein. Die neuen Möglichkeiten der Kundenkommunikation, die sich dem Geschäft von Tokvila durch den Einsatz von Oxon erschlossen haben, haben das Geschäft von Tokvila auf ein neues Niveau gehoben..

Kunden

20000
pro Monat

Kunden

90
pro Agent pro Tag

Anrufe

65
pro Tag

Emails

25
pro Tag

Probleme

Die Firma war mit folgenden Problemen und Herausforderungen konfrontiert.
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

Lösungen

Die Lösungen von Oxon wurden bei jedem Problem entsprechend umgesetzt.
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.

Ergebnisse

Nach erfolgreicher Implementierung wurden die folgenden Ergebnisse erzielt.
Tabelle
Vor OXON Mit OXON
Durchschnittliche Anrufbearbeitungszeit
230
s
190
s
Jährliche Betriebskosten des Contact Centers
12 000
10 000
Jährliche Betriebskosten des Contact Centers sinken
-
%
19
%
Auflösung des ersten Anrufs
86
%
90
%
E-Mail Erste Antwortzeit verringern
-
%
12
%
Beantwortete Anrufe innerhalb von 20s
87
%
92
%
Kundenfluss sinkt mit Chat-Bot
-
%
13
%
Durchschnittlich bearbeitete E-Mails
pro Tag pro Agent
53
66
Durchschnitt der bearbeiteten Anrufe
pro Tag pro Agent
30
35
Rückrufe beantwortet
27
%
52
%
Kunden-NPS
62
pt
77
pt
Cost savings
Kosteneinsparungen durch erhöhte Produktivität der Mitarbeiter/Agenten des Unternehmens (ca. 13000 eur pro Jahr), erhöhte Kundenzufriedenheit.
Chat-bot
Chat-Bots nehmen etwa 13% des Kundenstroms von Live-Agenten ab. Etwa 11 Kunden pro Tag von nur einem Agenten.