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Why the Automotive Edition?
The Automotive Edition of Proactive CRM is customised specially to managing the automotive industry customers with intelligence. This edition provide you with a powerful tool that helps you Give customers a more positive contact experience to improve customer satisfaction and loyalty.
The system also provides your call center or sales decision support with accurate, up-to-date automobile customer intelligence.
The work flow handled by the system provides complete supervision, auditing and different levels of management and reporting.
Customer Personal information
The CRM allows
the recording of all customers personal information required for optimizing
customer relationship and enhances loyalty.
Customer personal information includes many details that if available, allow the customer relation management provide the kind of services that customers would appreciate and therefore loyalty is retained.
Customer data could be uploaded to the CRM if available for faster deployment and scalability.
Data Setup
The data setup of the CRM allows the entery of all required preset data like spareparts cost, operation cost, operations time, locations of service centers and many other data required for the agents to provide quick & professional responses to customer inquiries and requests.
Handling Inbound customers’ calls
All inbound
customer calls are handled in a professional way that provides instant recording
of calls categorized as per prior setup so as to allow real-time information
gathering for middle and upper management to take right decisions in the right
time.
The system work flow allows agent to instantly forward tickets to designated personnel for actions to be taken. Everyone of these personnel has his/her own follow up screen to receive and process the ticket without interactions from agents.
Handling Outbound customers’ calls
Know what customers want. Have complete customer insight every step of the way. Upsell and cross sell existing customers. Increases customer service for notifications and reminders. Generate revenue from payments, purchases, due services and renewals. Reduces the cost of making calls. Improves operational efficiency. Proactively offers notification which reduces inbound calls. Improves resource allocation of live agents to handle higher value calls
Reminders
Increases customer service for notifications and reminders. To-Do lists, pop-up
reminders are very effective tools of the CRM. They dynamically help users to
provide customers with the professional service they expect. Now you can not
miss a recall or be late in a follow up case.
Interactive Scripts
Interactive scripts are texts that appear in Proactive CRM Telemarketing Campaigns Section that guide agents through customer interactions by moving them through a series of steps. These steps include questions with predefined answers and open fields for text entry.
Interactive scripts guide agents through customer contact to ensure accuracy and quality. However, if you do not exercise controls on the quality, length, and construction of the scripts, you can experience call quality degradation and long call times. By employing the guidelines and standards defined here, agents can achieve an acceptable balance between cost and quality.
Agents Evaluation & Calls’ Analysis
In order for the management to evaluate the performance of the call center, it is very important to have a strong reporting tool that provides different analytical reports to show the deviations of actual operations. The application allows the decision-makers to have a closer view of the performance of each agent, supervisor, inbound calls, outbound calls and other CRM related influences.
Multilingual Interface
The application has an easy two standard languages interface, Arabic and English so users can use any language when they login.
LAN & WAN Solutions
As it is very essential to the system to be integrated, it was designed to handle a huge amount of operations. It could be used in a local area network or a wide area network to connect all company branches to the head office to ensure the availability of information at all times.