Success story
BCA
Industry:
Automotive
Location:
Spain
Number of agents:
16
CHANNELS
BCA needed to mainly integrate the voice and email channel into the same omnichannel platform to maintain its high quality standards.
RECORDS
The client’s goal was to offer a personalized service based on the interaction history of each customer.
PLATFORM
BCA highlighted the importance of enabling everything in a single interface: both contact center technology and strategic business data.
PHONE
It was essential for the client to be able to recover lost calls using Call Back system.
BCA Spain, an online vehicle marketplace, found the solution to combine their communication channels into a single application with our software EVOLUTION.
Read below a testimonial by Antonio Aboy, Marketing Director at BCA Spain.
CHALLENGE
When they decided to create the “BCA Responds” service to provide real time solution to their customers, they had no idea how they’d be able to combine both telephony and email channel in a single application whilst maintaining the highest care standards they were used to and ensuring all interactions were correctly saved.
SOLUTION
With EVOLUTION, the integration of the management systems was quick and easy. The specialists now know which dealership is calling them, what they’ve purchased with BCA before and the type of loyalty program they’ve achieved. This is key in providing a personalized service. This is all enabled in a single application where both the call center telephony technology and the strategic business data can interact.
The support and involvement from the technical team at ICR Evolution made it easy for the client to manage the project between IT and business departments, meaning the project was ready to go in a matter of weeks.
IMPACT
It was essential for BCA to be able to recover any lost calls and the Call Back system is precisely designed to contact customers smartly when they have abandoned the call because of high call volume at the time. Since they’ve started with BCA Responds, their customer satisfaction has improved by 0.8 points.
Our specialists now know which dealership is calling them, what they’ve purchased with BCA before and the type of loyalty program they’ve achieved. This is key in providing a personalized service.