Hyundai

Automated Processing of Customer Requests

Within a minute from a customer leaving a test drive request, support service request, or request for credit on the Hyundai website, they are contacted on the phone by a robot. If the customer confirms their request, Voximplant automatically connects the dealer and the customer. Furthermore, a robot calls the customers for quality control. All of the data from these calls is reflected in the CRM system of the car importer.

We used to lose a lot of customers that left requests for test drives. Specialists processed them manually, resulting in a 24-72 hour lag from dealerships receiving this information. We decided to automate request processing, specifically data verification and connecting customers with dealers, which resulted in improved quality control. Six months passed and we were able to single out several advantages: The dealer doesn’t
lose time calling customers that left wrong phone numbers or changed their minds; all call information is imported into our CRM system; we can control the dealer’s work and access the customer history for each request; and most importantly, the increase in efficiency in communication between customers and dealerships resulted in a twofold increase in test drive conversion.

Svyatoslav Ryazhskiy
Team Leader for CRM and Internet Projects, Hyundai Motor CIS

How it Works

HTTP API

Script integration with any application

Voicemail Detection

Detection of voice mail with 97,5% accuracy

Voice Recording

Call recording for quality assurance

Text-To-Speech

Synthesis of a unique voice for speaking to customers

IVR

Interactive Voice Response

Serverless

Cloud storage and programming interface

Result

Convenience. Customer data is collected automatically.

Control. All calls are recorded. 

Speed. A robot connects the customer to the dealer within 15 minutes.

Automated Processing of Customer Requests

Hyundai Motor was formed in 1981 and is today one of the top car maufacturers in the world. Hyundai Motor Manufacturing Russia (HMMR) is one of the largest dealer networks in Russia which includes more than 180 dealer centers. Hyundai leading position in CIS car market is due to HMMR activity.

Industry

Auto

Employee count

2,300+

Project start date

2017

Location

Worldwide

Automation area

Customer Service, Quality Assurance