Success story
SYRSA Group
Industry:
Automotive
Location:
Spain
Number of agents:
45
INTEGRATION
The main challenge was to integrate and customize the technology with the company’s existing CRM systems.
IVR
The IVR system identifies different types of calls by providing the appropriate responses automatically. It was a key need to streamline telephone service.
PRODUCTIVITY
The client needed a proactive response, aligning technology, time and costs with business needs.
MONITORING
A challenge to solve was that there was no transaction log, no data recording, and quality was not measured.
The Spanish automotive group SYRSA has optimized its communications with our software EVOLUTION in its Contact Center, thanks to the implementation carried out by our partner, Weber Solutions.
CHALLENGE
Customer service was quite deficient. There was no transaction log, no data recording, and quality was not measured. The main challenge was to integrate and customize the technology with the company’s existing systems. The implementation had the complexity of the SYRSA Group CRM and customization requirements.
SOLUTION
Our partner, Weber Systems, offered a proactive response, aligning the technology, implementation times and costs with the expectations and needs of the SYRSA Group’s business. The software EVOLUTION was considered the ideal omnichannel platform to optimize your communications with the client, due to the ease of use of the system, its open web architecture and the quality-price ratio.
IMPACT
SYRSA Group now has an efficient and flexible tool that has allowed them to obtain the maximum benefit from interaction with their customers. All touchpoints are centralized with EVOLUTION, which is integrated with the company’s CRM. Before an email is attended by the agent, it is processed by EVOLUTION to identify the buyer’s data, which translates into an increase in agent productivity.
On the other hand, the telephone service has greatly streamlined the performance of the contact center. The IVR identifies different types of calls by providing the appropriate responses automatically. Many queries are thus resolved autonomously. And others are intelligently routed to the right agents. The first results are already be seen in indicators such as the FCR (First Call Resolution), which has increased by 60%.
The improvement in efficiency, productivity and administrative times has been spectacular. In the inbound side, our clients value very positively that when contacting through any channel the person who attends them has all their history and can manage their appointment in the same transaction