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Changyuan omni-channel customer service system assists Jinxiang Automobile Group to create a standardized service system

2018-03-15 16:41:54 Author: Source:CTI ForumComment:0  Click:


Jinxiang Automobile Group is a company with 14 taxi companies, more than 20 4S shops, and a car financing and leasing company (Hongda Financial Leasing) and a large-scale automobile used car shopping mall in various industries in Hunan Province. . Is the top five automotive industry in Hunan Province, Hunan main car distribution group, and won the 2010 "National Top Ten passenger car dealer title." Jinxiang Group also established Hunan Honggao Financial Leasing Co., Ltd., the first automotive financial technology service platform in Hunan. In the era of the rise of Internet finance and the automobile industry has entered the “new retail” era, after several years of development, Hi-Capital Financial Leasing Co., Ltd. has grown into a management asset with a scale of over 5 billion yuan, a business launch scale of over 15 billion yuan, and business coverage of over 50 The city has more than 1,000 service personnel, more than 2,000 dealers, and more than 200 auto financing leases for self-operated physical stores.
Changyuan omni-channel customer service system assists Jinxiang Automobile Group to create a standardized service system
The rapidly growing business demands also put forward higher requirements on the management and service quality of Jinxiang Group. The current 4S shop business is becoming more and more fierce, and a good service experience has become the focus of automobile 4S stores to win customers and gain profits, and the rapidly growing auto financing leasing business is also proposed in various aspects such as management and service brands of Jinxiang Group. Higher requirements:
1, The Jinxiang Group has a large number of branches and organizations. Each company/institution has different voice lines and different numbers, which is not conducive to establishing a unified corporate brand image and also brings a bad customer experience. At the same time, due to the large number of branches, it also increases the time-consuming costs and communication costs of internal communications.
2, Business processes are complicated, management is more difficult, and work efficiency is affected. Jinxiang Group has built many information systems, such as CRM customer relationship management system and other multiple third-party systems, Jinxiang Group's self-developed systems, etc. Each system lacks a unified architecture, and the sharing of data and information flow is difficult for the company. Management has brought greater challenges, and has also caused a lot of inconvenience to the work of employees, reducing work efficiency.
3, The rapidly increasing volume of traffic has led to a surge in traffic, which has brought greater challenges to employee agent management, traffic distribution, quality inspection, and data analysis. In particular, the auto financing leasing business, a series of pre-lending, lending, and post-lending activities such as customer consulting, customer credit inquiry, and identification, has led to a significant increase in traffic and a more efficient and unified call center. The system has become an urgent need.
Changyuan omni-channel customer service system assists Jinxiang Automobile Group to create a standardized service system
After many comparisons and many discussions, the JICC Cloud Call Center System of Changyuan Technology has more than 10 years of deep technical accumulation, advanced and improved functions, as well as Yuanda Sumitomo, Pacific Insurance, China South Locomotive, Gaga Group, Broad Air Products, Industrial Bank, etc. Many successful customer cases eventually won the trust of Jinxiang Group. Changyuan's customized solution mainly solves the group's needs from the following aspects:
1) Headquarters, branch offices, self-operated physical stores, etc. all use the designated telephone numbers to make inbound and outbound calls, establish unified external customer service hotlines, and establish a unified corporate brand image. The Changyuan Technology JICC Cloud Call Center System can support the use of specified telephone numbers for inbound and outbound calls from different locations; support for access to different vendors and multiple voice lines; support access to voice lines in different geographical areas, and access to their own traffic lines in different locations Or number.
2) Through the establishment of a call center system, the extension number can be dialed directly between branch companies and branch offices, and the extension number can be used to bind mobile phones. At the same time, it is also necessary to transfer between branches. This will not only facilitate internal communication, but also help reduce the cost of corporate communications.
3) In terms of management, the Changyuan call center system can allocate all traffic data, and all the traffic data can be seen at the headquarters. Branch offices can only see the traffic data of their respective branches. Each group can only see the traffic data of each group.
4) Changyuan Technology provides a strong R&D team for on-site R&D. It successfully connects all business segments of the Group, such as: Kingdee, Mobile, and other third-party business systems; and realizes a call center system platform to integrate all business data and greatly enhance agent work. Efficiency, lower operating costs, and improve customer service experience.
5) Provide recording inquiries, downloads, quality inspection functions and reimbursement, can monitor and view according to hierarchical authority dialogue services, such as visitor monitoring, flow monitoring, agent workload, service level, call loss, customer satisfaction, key indicators, and so on. This can effectively monitor and manage the service capabilities and service levels of service personnel and improve service quality.
6) The company’s corporate Internet phone, which is specially provided for the Jinxiang Group’s corporate global phone, frees the customer service personnel from the fixed seat and transforms the customer service from the agent customer service to the mobile customer, providing the customer with attentive service anytime and anywhere. There are time and space limitations. In addition, Changyuan Global's synchronization and call center data synchronization and unified management of customer data, call recording, and multi-end synchronization of business data have provided customer service personnel with great convenience and greatly improved work convenience and efficiency.
7) Full-process knowledge base management: Provides a unified knowledge base for the entire sales process of automobile sales for Jinxiang Group customer service agents, including but not limited to common vehicle maintenance/maintenance knowledge, service knowledge, technical support, announcement information, industry policies, car loans, Car rental and so on. Summarize these knowledge, store various information classifications as knowledge base entries, allow customer service personnel to input query information, find a solution to the problem, and unify the external service caliber of the enterprise so that the answers to customer problems tend to be standardized.
In addition, the Changyuan call center system also provides specific targeted services such as: short message service, caller phone blacklist, knowledge base management, on-hook SMS, and work order system functions, which perfectly solves the needs of customers.
In terms of service, Chang Yuan Technology has won praise from customers for its consistent high quality service. Fast delivery, lifelong maintenance, 7*24-hour comprehensive expert services, solve customers' troubles at any time. Relying on mature technologies and continuous investment in research and development, Changyuan Technical Call Center System has formed a green, energy-saving, cost-effective, flexible, scalable, safe and reliable, open and easy to integrate product advantages, through a large number of successful cases in various industries, among customers Formed a good reputation.
Changyuan omni-channel customer service system assists Jinxiang Automobile Group to create a standardized service system
Yuan Xiang, Manager of Customer Service Center of Jinxiang Group, said, “When we first prepared this system, we wanted to create a very standardized customer service system with the characteristics of the Jinxiang Group. We must build our 96512 into the Jinxiang Group. After a comparison of our services, we believe that Changyuan’s products are able to meet our various needs. Now that this system has been deployed in our headquarters and numerous 4S stores, self-operated physical stores, etc. The very good response has helped us build a service system with Jinxiang Group. In this process, Changyuan’s professionalism and professionalism have left us with a very deep impression. They are a group of people who are really doing their best. Products, service people!"
With the help of Changyuan's outstanding product strength and service capabilities, Jinxiang Group's business has become faster and its service system and users are getting closer and better. It aims to build a symbiotic and prosperous auto financial ecosystem. The magnificent goal lays a solid foundation.
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