Avilon Automobile Group

Automated appointment reminders and feedback collection

Avilon Automotive Group, with the help of Voximplant, automated the processes of reminding about visits to a service center and collecting feedback. The company introduced voice robots, since the telephone remains the most popular means of interaction. Now, if a customer does not reply through other channels, the robot calls to remind about a visit to the service center, and gathers feedback on the quality of service provided.

Several years ago, we automated the questionnaire process and replaced calls with a two-stage online questionnaire, with ratings and comments subsequently entered into the management system. This automation made it possible to transfer about 17-20% of the process online. The next important stage in the development of this service was the launch of one of the most popular channels of interaction with customers at the moment – the use of voice robots.

Pavel Korchagin
Head of Avilon Call Center and Customer Service

Objective

Reduce Cost of Call Center, While Maintaining All Communication Channels that Are Convenient for Customers

To optimize the costs of the contact center, the company replaced operator calls with online notifications via email and text messaging. The communication process with customers was accelerated, costs were cut, but the company was always looking for ways to improve the efficiency of communication with customers through process automation.

Solution

Automated Appointment Reminders and Feedback Collection

Automated reminders of appointments at a service center.

On the day before the appointment at the service center, the robot calls the customer with a reminder, reads out the date and time of the appointment, the address of the service center, and also reminds the person of the need to bring documents along. The robot then clarifies whether the appointment is current and whether the customer plans to show up at the designated time.

 

The data is automatically fed to the platform, then the smart Voximplant modules check whether the day of the visit has arrived or not (the robot will not call if the customer is scheduled for today). In the data sent to the platform, only the car brand, details of the appointment and the customer's contacts are given, while the system inserts the address of a specific service center and the respective greeting. Before initiating a call, Voximplant uses its filters to check whether all information is up to date.

 

According to the scenario, the robot makes four dialing attempts, but if the customer hangs up twice, no more calls are made.

 

Based on the results of the call, all statuses are returned to the company. If the customer confirms that he/she will show up or has not replied (did not pick up the phone), the scheduled time of the appointment remains unchanged. If the customer cancels the visit or asks to have it rescheduled, the relevant information is received by the service staff, who calls the customer back to clarify the details and reschedule the appointment.

 

Collecting feedback.

The company collects feedback from customers after buying or selling (trading in) a car. Data on this event is automatically uploaded to the platform from the company's CRM system. Calls are made only to customers who have not left feedback via other channels (email, text messaging). The robot asks several questions, the customer's answers are transcribed and then transferred to the company.

How it Works

Text-To-Speech

Synthesis of a unique voice for speaking to customers

Speech-To-Text

Speech recognition and natural language processing

HTTP API

Script integration with any application

Voicemail Detection

Detection of voice mail with 97.5% accuracy

PSTN

Worldwide telephone communication

Result

Call Center Costs Reduced While Maintaining the Phone Channel

Using a voice robot, the company was able to free up call center operators, while maintaining the standard mode of interaction with customers – the telephone. Previously, operators needed several hours a day to conduct a customer survey, but now this task is fully automated due to the integration of several channels – email, text messaging, and phone calls. Speaking of efficiency, up to 80% of customers consistently provide feedback in line with the type of service.

 

The number of outbound calls was reduced by another 20% due to automated reminders about a visit to the service center: now the service employees call only those customers who want to cancel or reschedule an appointment.

Automated appointment reminders and feedback collection

Avilon Automobile Group is a leading and rapidly expanding automotive holding based in Russia. Nowadays, Avilon AG has 30 car brands in its portfolio: Rolls-Royce, Bentley, Aston Martin, Ferrari, Bugatti, Maserati, Mercedes-Benz, Mercedes-AMG, BMW, BMW i, MINI, Motorrad, Audi, Cadillac, Jaguar, Land Rover, Genesis, Volvo, Chrysler, Chevrolet, Volkswagen, Ford, Jeep, Hyundai, Fiat, Aurus, Peugeot, Citroën, Mitsubishi, and KIA. Avilon sold 32,179 vehicles in 2020. The company's revenue totaled over $1.46 bln.

Industry

Auto

Employee count

2,300+

Project start date

2020

Location

Russia

Automation area

Customer service