Location de voitures

Oxon + Industrie de la location de voitures

Wave
, Location de voitures
, Location de voitures
Rental.ua est l’une des plus grandes entreprises locales de location de voitures en Ukraine.
Rental.ua travaille dans 6 villes différentes d’Ukraine.
45 employees
10 Contact Center agents
L’entreprise utilise Oxon depuis des années et cela a permis d’améliorer plusieurs problèmes ainsi que d’élever les activités à un nouveau niveau.

Clients

80000
par mois

Clients

150
par agent par jour

Appels

100
par jour

Emails

50
par jour

Problèmes

L’entreprise a été confrontée aux problèmes et défis suivants.
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

Les solutions d’Oxon ont été mises en œuvre en fonction de chaque problème.
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.

Résultats

Après une mise en œuvre réussie, les résultats suivants ont été atteints.
Tableau
Avant OXON Avec OXON
Temps moyen de traitement des appels
180
s
140
s
Coûts opérationnels annuels des centres de contact
144 000
120 000
Diminution des coûts opérationnels annuels du centre de contact
-
%
15
%
Résolution du premier appel
87
%
89
%
Diminution du temps de réponse du courriel
-
%
27
%
Appels traités dans les 20 secondes
68
%
82
%
Le flux de clients diminue avec le Chat-bot
-
%
9
%
Moyenne d'emails traités
par jour par agent
45
52
Moyenne des appels traités
par jour par agent
73
88
Réponses aux questions sur les rappels
49
%
60
%
NPS client
39
pt
71
pt
Overall benefits for the company
Le chef ou le responsable du centre d’appels verra toutes les statistiques de l’activité, l’efficacité des employés, la vitesse de résolution des problèmes, les principaux problèmes et les raisons pour lesquelles les clients les contactent.
Main benefits for company
Réduction des coûts grâce à l’augmentation de la productivité des employés/agents de l’entreprise (environ 25 000 euros par an) et à la satisfaction accrue des clients.
Extra benefits
Lorsque l’agent termine un appel ou un chat avec un client, il peut choisir la raison pour laquelle il s’est connecté au centre d’appels ou l’attribuer au thème. Les thèmes sont collectés à partir d’appels, de chats, d’emails et autres, toutes les informations sont visibles pour les chefs d’équipe, les managers ou autres agents. De cette manière, l’entreprise sera en mesure de suivre les questions les plus courantes et les problèmes qui se posent.
Rental.ua, grâce à son robot de chat, réduit de 23 % le flux de clients provenant des agents en direct. Environ 35 clients par jour avec un seul agent.