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| Success Stories |
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| Case summary |
| Shanghai Automotive |
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Shanghai Automotive Group Co., Ltd., formerly known as Shanghai Automotive Co., Ltd., the company referred to as "SAIC" for short.
Main business: R&D, production and sales of complete vehicles (including passenger cars, commercial vehicles) and components closely related to complete vehicle development (including powertrain, chassis, electronic appliances, etc.), as well as auto finance closely related to automotive businesses.
Automotive customer service provides a complete range of solutions including:
Access platform – Avaya panoramic center platform (CM, ACD, CTI, the VP, the CMS, Record, etc.)
Customer relationship management system – FineCRM Customer Information Management System (customer information, 4S stores, service stations, dealer information, vehicle information, etc.)
Business Support – FineCRM customer information management system (consulting, vehicle maintenance, roadside assistance, complaint proposal, customer visits, customer surveys, potential passengers outbound, knowledge base, etc.)
System Integration - integration with back-end business systems (DMS, IM, quality inspection, reports, etc.)
Services - professional services (pre-planning, technical consulting, system implementation, software development, sales support, optimization tips, etc.)
Video customer services for Car have the advantages of:
An enhanced and personalized service experience - "face to face" service increases customer satisfaction and loyalty
More intuitive self-service effect – a visible video menu and results by providing a video media
Improve production efficiency and practicality - push the overlay text, pictures and videos
Provide a wider range of value-added services – enrich communication functions, deepen service content
Protect investment, lower technology risk – can be upgraded from an existing audio call center
Support multiple media terminals - support iPhones, iPads, Androids, video soft phones, video conferencing terminals, the Internet, etc.
Ease of integration - Standard interfaces and media file format
Finetel Communications have provided two sets of customer contact center platforms for passenger car and commercial vehicle company of SAIC with systems integration and technical support services. Both platforms are based on the global leading Avaya platform, as well as the customer management information system independently researched and developed by Finetel Communications. The two platforms also consists of the establishment of the complete customer file system, product and service FAQ knowledge systems, specification of customer inquiries, complaints, rescues, return visits, satisfaction surveys, ‘home emergency repair’ work standards and seamless integration with the background DMS system, providing the data with real-time synchronous interaction and information sharing.
For business
Logic, Process, Work orders, Case, Knowledge Base
For operations management
Authorization management, agent management, monitoring, quality control, report
For the peripheral systems
Voice, video, outbound, Web, email, recording, video, fax, SMS
For back-office systems
Sales platform, e-commerce platform, management platform, after-sale platform, the core business platform, database
For product
Vehicles, brand series, model
For channel
Suppliers, distributors, service stations
For customer
Customer information, the potential customer information
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