A Transformed Contact Center Model Improves the Customer Experience and Drives Productivity: Fast and Attentive Customer Service Boosts Satisfaction
- Topics:
- Automotive,
- Business Process Management,
- CRM
- Tags:
- Call Centers,
- Portals,
- Manufacturing,
- It Operations,
- Internet,
- Enterprise Software,
- Electronic Data Systems Corp.,
- Customer Service,
- Customer Relationship Management (CRM),
- Customer Experience,
- ...
- Source:
- Electronic Data Systems
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Overview: This U.S.-based automaker wanted a robust CRM solution to support increasing numbers of customer contacts via phone, Web, e-mail and other channels. It also wanted to improve efficiencies and renew its focus on providing a superior customer experience. After evaluating the automaker's existing business processes and technologies, EDS selected Siebel's Automotive Call Center software to implement, tailoring it to our client's needs. EDS upgraded the hardware environment, installed a portal to personalize customer interactions across all channels, and conducted training and testing. The new solution has cut average handle time by 35 percent, reduced after-call work times by 28 percent, and shaved about 40 seconds off each incoming call.
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Format: PDF
