Industry: Services - Automotive Company: CAA Saskatchewan Application: Roadside Service Dispatch Telephony: Avaya Software: Campana Deployment: 4 - 5 weeks CASE STUDY Roadside Assistance Customers Benefit from Intelligent Voice Automation (IVA™) During Peak and After Hours Benefits for CAA Saskatchewan Roadside Service: • Reduced costs of call service by 60-80% • Reduced agent call time by 60% (75 seconds vs. outsourced live agent 3 minutes) • Expected to handle 60% of calls when fully implemented • Earned customer satisfaction average rating of 4.49 out of 5.0 • System easily accommodates adjustments improving performance Business Challenge CAA Saskatchewan (CAASK) is a member-driven business offering roadside assistance, travel and insurance services. Its roadside service is available to members 24 hours a day, 365 days a year; and includes flat tire repair, lockout services, and towing. CAASK sought a way to provide better service for its members while reducing costs. In addition, CAASK needed to find a solution to help more customers during peak call times which are directly impacted by inclement weather. More recently, CAASK has sought to improve member services by implementing GEO location for members who are stranded and are unable to relay their exact location. Solution Results When CAASK recognized that it needed a different technological approach, the company selected SmartAction’s Intelligent Voice Automation (IVA™) solution. The SmartAction solution has saved CAASK 60-80% per call while performing more effective call resolution. In under two minutes, CAASK “Express Service” effectively collects all necessary member information, updates the systems, and dispatches a truck to the members location. Thereby eliminating the need to wait in queues for assistance, an important consideration during Canada’s harsh winters. Members of CAASK have shown their appreciation of the SmartAction system by giving IVA an average satisfaction rating of 4.49 out of 5.0 since startup. IVA provides voice self-service to members, fully automating all call types. Members now have the option of speaking with a live agent or utilizing CAASK “Express Service,” the brain child of Kevin Lane, SmartAction’s voice self-service solution. IVA eliminates queues and provides auto club members faster, more efficient service even during peak call times. The whole service process occurs without any live agent intervention, as the system interacts directly with a digital tow truck dispatch system. CAASK is now utilizing IVA to help its “at-home” members who require assistance with their vehicle especially when inclement weather strikes. “At-home” calls make up 40-60% of all incoming member calls. In addition, IVA’s GEO location capabilities will be implemented to locate members who are stranded and are unable to provide their exact location. Hear the difference at www.smartaction.com/demo Recognizing the value SmartAction brings, auto club customer service can use the SmartAction technology for a variety of applications, including membership sales, roadside services, and outbound calling to members and towing companies. © SmartAction Company, LLC www.smartaction.com | [email protected] | 888.882.9520
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