"We are constantly looking to boost levels of customer care in terms of sales and aftersales service to ensure that Aljomaih provides the best customer ownership experience in the GCC region and beyond," commented Sheikh Ibrahim Aljomaih, Vice Chairman & CEO of AAC. "We recognize the importance of superior automotive customer service as a key differentiator in establishing and maintaining competitive advantage and as such, our desire to cultivate the highest level of customer care is paramount."
Boosting first call resolution rates and outbound campaign efficiency
"The results have been very insightful," said Mohamed M. Khaled, National & CRM Manager at Aljomaih Automotive Company. "In the first 4 weeks of the contact centre set up we were able to increase the size of our database by 300%, and achieve higher levels of customer satisfaction with a 91% rate of telephone interactions answered within 18 seconds. Besides, our call monitoring constantly shows an average quality/satisfaction rating of 96%".
Representing General Motors (GM) since 1967, Aljomaih Automotive is the largest GM dealer in the Middle East, and one of the largest in the world. The Company‚Äôs network covers all three regions of Saudi Arabia. The sole distributor of Cadillac, Hummer, Saab and Opel, the Company‚Äôs range of vehicles also includes Chevrolet and GMC. AAC‚Äės services include the sale of new and used vehicles, with a range of financing and leasing options.
Powering ahead with Altitude
AAC recognized the need for an advanced customer interaction management solution to improve the overall effectiveness of its contact centre operations. The specific requirements of the Dammam-based automotive dealer were the following:
Handle heavy volumes of calls right after a new corporate campaign (ad, TV spot)
Handle new channels such as SMS and Email to enhance customer satisfaction
Proactive appointment scheduling, specifically for car maintenance services
Better target customers and enhance promotions
Boost the productivity and efficiency of outbound telemarketing campaigns
Extensive real-time reporting capabilities to ensure the overall effectiveness and efficiency of the customer service operations.
With hundreds of thousands of customers in KSA, Al Jomaih also required consistent, up to date data quality to avoid any outdated, invalid or duplicated customer records. ‚ÄúWe wanted to be proactive and ensure we have quality, consistent information on our customers and prospects to improve our communications as well as build our customer relationships on a customized way, be it by phone, SMS, email or face-to-face,‚Äė‚Äė said Mr. Khaled,
Extensive market research leads to Altitude solution
After extensive market research, the company decided to implement the Altitude IP Contact Centre Suite. Commenting on AAC‚Äės contact centre software selection, Khaled said: ‚Äúthe decision to select Altitude Software was based on the company's ability to provide a scalable and complete solution as well as its record for responsive technical assistance in the GCC Region. In this respect, while we were researching different vendors and getting references in Saudi Arabia, the best remarks were given from Altitude users across the Kingdom, from Jeddah to Riyadh and Dammam."
Business operations within the AAC contact centre today include customer service, technical updates, new promotions and appointment scheduling. With the new contact centre system in place, AAC is able to schedule call backs, manage call lists for targeted marketing operations, simplify access to critical caller information such as car owner maintenance history, provide real-time monitoring as well as recording, storage, and retrieval of customer interaction sessions.
Successful deployment strengthens customer service leadership
‚ÄúCustomer satisfaction is essential to AlJomaih Automotive‚Äės service delivery and brand reputation in a very competitive automotive market. By deploying Altitude uCI, AAC has added a key dimension to its customer care offering,‚ÄĚ commented Riadh Boukhris, Altitude Software MENA President. "AAC represents a strategic customer for us as it not only demonstrates Altitude's growing global and regional reach but the fact that we have aligned ourselves with another key organisation in the GCC - one that is striving to have a leading role in automotive customer service excellence across Saudi Arabia and pushing itself on all fronts in order to achieve that ambition."
AlJomaih Automotive has now implemented key Altitude uCI‚ĄĘ modules, such as Altitude Voice Portal (Interactive Voice Response), Altitude Management Portal, Altitude Multimedia (SMS, Email), Altitude Unified Dialler, Altitude Voice Recorder, Altitude Unified Router for intelligent, skills-based routing, Altitude Connector to Microsoft Dynamics CRM and Altitude vBox, a free SIP server natively integrated with the Altitude uCI suite. The AAC contact centre project was successfully deployed by Blue Mena in about eight weeks.