Аренда автомобилей

Оксон + индустрия аренды автомобилей

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, Аренда автомобилей
, Аренда автомобилей
Rental.ua – одна из крупнейших местных компаний по прокату автомобилей в Украине.
Rental.ua работает в 6 различных городах Украины.
45 сотрудников
10 агентов Контакт-центра
Компания использует Oxon уже несколько лет, и это помогло улучшить ряд проблем, а также вывести бизнес на новый уровень.

Клиенты

80000
в месяц

Клиенты

150
на одного агента в день

Звонки

100
в день

Электронные письма

50
в день

Проблемы

Фирма столкнулась со следующими проблемами и трудностями.
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

Решения

Решения Oxon были реализованы соответственно каждому вопросу.
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.

Результаты

После успешного внедрения были достигнуты следующие результаты.
Таблица
До ОКСОНА С ОКСОНОМ
Среднее время обработки вызова
180
s
140
s
Ежегодные операционные расходы контакт-центра
144 000
120 000
Ежегодное снижение операционных расходов контакт-центра
-
%
15
%
Разрешение первого звонка
87
%
89
%
Email Время первого ответа уменьшается
-
%
27
%
Ответы на звонки в течение 20 секунд
68
%
82
%
Снижение потока клиентов с помощью чат-бота
-
%
9
%
Среднее количество обработанных электронных писем
в день на одного агента
45
52
Среднее количество обработанных звонков
в день на одного агента
73
88
Ответы на обратные вызовы
49
%
60
%
Клиентский NPS
39
pt
71
pt
Overall benefits for the company
Руководитель или лидер Call-центра будет видеть всю статистику бизнеса, эффективность работы сотрудников, скорость решения проблем, основные вопросы и цели, по которым клиенты обращаются к ним.
Main benefits for company
Экономия затрат за счет повышения производительности труда сотрудников/агентов компании (около 25000 евро в год), повышение удовлетворенности клиентов.
Extra benefits
Когда агент завершает разговор или чат с клиентом, он может выбрать, почему он соединялся с центром обработки вызовов или отнести это к теме. Темы собираются из звонков, чатов, электронных писем и т.д., вся информация видна руководителям команд, менеджерам или другим агентам. Таким образом, компания сможет отслеживать наиболее распространенные вопросы и возникающие проблемы.
Rental.ua с помощью Chat-bot снижает около 23% потока клиентов от live-агентов. Около 35 клиентов в день от одного агента.