E-comm Automotive
E-COMM Contact Service enhances customer services by:
- 24/7 availability
- Shorter response time and answering period
- Faster service and resolution of customer’s requests and queries
- Automatic data processing from electronic communication channels (IVR – phone call, SMS, e-mail)
- Automatic customer identification and service personalization (“Good afternoon, Mr. Petrović”)
- Helping you to know your customers, manage and save all their data in accordance with the European standards
- Related persons/legal entities integration and their respective customer services’ synchronization
- Faster case resolving process based on setting deadlines and use of reminders
- Monitoring and saving entire communication exchange and processes for each customer
- Monitoring and saving e-communication exchanges and processes (IVR – phone call, SMS, e-mail) undertaken within a company, its units and related partners
- direct marketing and customer notification
- customer satisfaction questionnaires and assessments
- georeferencing
- customer surveys and opinion polls
- generating reports
- web access to settings and reports
E-COMM automotive is E-COMM designed especially for customers from automotive industry in order to boost sales and upgrade ultimate customer service. E-COMM automotive is developed to ensure adequate customer care for both persons and legal entities for any number of vehicles.
This software enables detailed customer data entry including both the customer’s personal details and the vehicle specification (model, year of production, registration plate number, registration date, chassis number, engine capacity and power, number of passed kilometers, fuel type etc.). Each customer can be assessed in terms of general fair-conduct based on visit statistics and booked appointments (whether he shows up as scheduled or tends to cancel his appointment, and if yes – whether it is done in timely manner or inappropriately or the appointment is cancelled by the salesman/dealer).
All this enables an operator, servicer or salesman to know his customer and offer him the best possible personalized services.
E-COMM automotive – is a tool offering a complete customer service by combining all available data (about customer and vehicles) and processes thus ensuring delivery of high-quality service at all times by any unit – leasing, sales or complaints department. Moreover, it is now even easier to book regular service examination, test drives, unplanned car repairs, change of spare parts or regular diagnostics.
E-COMM automotive enables transparent communication between a company’s units, staff and managers guaranteeing perfectly coordinated activities and a satisfied customer.
This state of the art software fully supports all types of direct marketing mass communication campaigns and makes it easy for the marketing unit staff to send a notification on new actions to customers or to conduct surveys with all or specifically targeted group of customers.