From complexity to customer excellence: How Excellon elevated call center operations
About
The client is a prominent automobile manufacturer with a global footprint, offering a diverse portfolio of motorcycles, scooters, and three-wheelers. With an extensive network of dealers and distributors across India and international markets, the client is committed to delivering exceptional customer experiences.
Locations
1000+ dealerships
Background
- Centralized operations – Unify dealer and distributor networks under a single, efficient platform to streamline processes and improve customer satisfaction.
- Optimized call center management– Manage third-party outsourced call center operations effectively, ensuring seamless integration with the Dealer Management System (DMS) to generate actionable insights.
- Eliminating inefficiencies – Reduce non-productive tasks for call center agents, enabling them to focus on resolving customer queries effectively.
- Enhanced data accessibility – Provide agents and management with real-time access to comprehensive customer data, improving service quality and decision-making.
Solutions
Excellon delivered a tailored Call Center Management App (CCMA) integrated into its robust Excellon 5 Dealer Management System, addressing the client’s specific needs:
Tailored application
Developed a powerful CCMA to capture and analyze customer queries, feedback, and pain points, enabling better issue resolution and engagement.
Seamless integration with DMS
Integrated CCMA with Excellon 5 DMS, allowing real-time synchronization of customer data, including service history and prior feedback, to reduce manual tasks and improve efficiency.
Automated workflows
Enabled automated data retrieval by linking customer queries logged in CCMA to their comprehensive vehicle history, minimizing repetitive tasks for call center agents.
Improved data visibility
Provided management with tools to track call performance, customer ratings, and query resolutions, offering actionable insights for process improvements.
Outcomes
The implementation of Excellon’s Call Center Management App delivered measurable benefits, transforming the client’s customer service operations:
Enhanced operational efficiency
Streamlined call center workflows by eliminating redundant tasks, reducing call handling time, and improving agent productivity.
Cost savings
Optimized call center operations, leading to significant reductions in operational costs for the outsourced agency.
Improved customer experiences
Empowered call agents with instant access to comprehensive customer data, enabling faster query resolutions and superior service quality.
Data-driven strategies
Enabled the collection and analysis of customer data, from vehicle booking to service history, providing valuable insights for crafting targeted improvement strategies.
Real-time performance monitoring
Allowed management to evaluate call center performance, ensuring adherence to service standards and identifying areas for continuous improvement.
