Back to Case studySmartflo and Centrex Refresh Voice Communication for Hyundai’s Renowned Car Dealership
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The customer is the largest Hyundai car dealer in Karnataka, with showrooms and service centres in Bangalore, Kolar, Ramanagara, Mandya, Hassan Mysore, Coorg, Mangalore, Tiptur, Belthangady, and other cities. The group also helps car owners with insurance renewal services.
Since its establishment in 1998, the company has delivered more than 3,25,000 new Hyundai cars and has received over 100 awards for excellence in customer service. Hyundai India has also rewarded some of its employees individually as ‘Best Sales Person’ and ‘Best Service Person’ at its annual events.
In its pursuit of maintaining engaging customer experiences, the organisation wanted to upgrade its telephonic helpdesk using a more evolved contact centre solution. The ease of call management and the ability to respond to calls even if the employees were away from their work desks were desirable attributes.
Aware of the modern cloud-based contact centres’ flexibilities, the customer service heads sought a reliable product in the same category. The launch of Tata Tele Business Services’ (TTBS’) Smartflo and its efficiency in boosting enterprise communication prompted them to contact us for further solution details
Business Challenge
The dealership agency’s PRI phone lines and electronic private branch exchange (EPBX) console for call management, provided by another major telecom service, did not allow the remote workforce to answer customers’ queries.
Other challenges making the existing telephony setup feel dated in the digital age were:
- Frequent downtime issues and slow turnaround time for resolutions
- Inability to record calls for quality checks and feedback
- Need for a human operator to route calls to different departments – such as general inquiries, sales, updates on vehicle registration, car servicing, and insurance
Inability or delays in resolving these problems could have precipitated customer turnover as hospitals usually have plenty of vendors who can support them in administrative tasks.
TTBS Solution
TTBS’ solution architects configured Smartflo for the Hyundai agency, facilitating the team with software that automatically routed calls to the right people and provided additional context for quick resolutions.
The combination of Smartflo and Centrex gave the car dealership a comprehensive solution for both external and internal communication. It also helped them save maintenance costs typical to plain old telephone systems.
Smartflo’s cloud-based calling system allowed them to log in to the agency’s contact centre from any desktop or mobile connected to a wired or wireless internet service.
To build a resilient internal collaboration platform for their office, we also deployed our Centrex solution. This fully managed IP-based telecommunication service simulates a private telephony network and provides all its features while avoiding investments in analog equipment.
These deployments streamlined their external and internal communication with immediate ROI:
- Smartflo’s cloud-based calling system allowed them to log in to the agency’s contact centre from any desktop or mobile connected to a wired or wireless internet service.
- To build a resilient internal collaboration platform for their office, we also deployed our Centrex solution. This fully managed IP-based telecommunication service simulates a private telephony network and provides all its features while avoiding investments in analog equipment.
- These deployments streamlined their external and internal communication with immediate ROI:
Employees often found themselves using their own mobile phones to connect with customers and third parties to bypass their office telephony’s limitations and downtime issues. This did not cast a good impression and even resulted in customers ignoring the calls from unknown numbers.
Benefits
- Centrex: Ease of helpdesk setup without any hardware or upfront costs
- Optimised customised service with autorouting of calls to the right teams
- Uptime of 99.5% guaranteed by an end-toend SLA
- Actionable business insights offered by daily call detail records
- Reduced CapEx and OpEx with cloud-based calling
- More secure communication through 128-bit encryption, IP restrictions, OTP verification, and MFA
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