About the client
The SLC Motors Group is the leading car dealer in Siberia and Altai Krai. In 2011 the Group’s share of foreign car sales in the Novosibirsk market grew by more than 35%. The company offers sales as well as warranty and after-sales maintenance for Toyota, Lexus, Nissan, Audi, Porsche, Volvo, Ford, Mitsubishi, and Hyundai-made cars. SLC Motors dealerships are located in Novosibirsk and Barnaul. The Group boasts more than 1000 employees.
In 2010 the SLC Motors Group went through a rebranding process that featured a service-oriented development strategy. In addition to strict adherence to high dealer service standards, the strategy included the creation of a centralized IT support center as well as a “remote acceptance” program for vehicles to be serviced. To implement the program the decision to build a modern, efficient contact center was reached. The SLC Motors Group chose Noda Contact Center as the platform on which to build that contact center.
Project goals and objectives
The new call center platform’s number one aim was to optimize call load distribution between SLC Motors’ operators and managers in order to boost the efficiency with which clients are served. In addition to a laundry list of functional requirements, the new platform had to provide call center users and operators with all client information (including the full history of each client’s interaction with the company). Given that the SLC Motors Group employed six independent informational systems for records management, the call center platform had to be integrated with those systems.
Implementing the project
The project was implemented in stages. The first stage included the integration of basic functionality. The setup was then augmented with additional functionality and routing, integration of data exchange between ERP (Russian-developed) and SQL, and the development of an interface for displaying client data from the ERP. At that point, acceptance and system operation tests were run.
The state-of-the-art system provides automatic distribution of calls between key operator groups in accordance with specified call servicing principles. An IVR menu was implemented to process incoming calls, with the ability to redirect them using specified algorithms. A real-time monitoring panel was installed to facilitate the operational planning of operator work. The ability to easily adjust the settings for conversation recording is included.
Thanks to third-party business systems integrated into the solution, the following are now possible:
The system allows users to automatically search for contractors not only by name and phone number, but also by using a list of documents and responsible people (document recipients) attached to them. When producing a list of registered documents the system automatically attaches phone numbers, call dates and times, and the name of the managers who accepted those particular calls. Documents can be sorted by operator (document “authors”).
When switching calls to a different user a call card is automatically initialized in his or her program phone that includes the client’s personal information. When operators hang up their program telephone is moved to call post-processing mode, where he or she can continue filling out the card, the information from which is saved in the database.
If a personal manager is assigned to a client and is required to do something, the system automatically kicks out an assignment for a call-back or the assignment is attached to the section. Every half hour the system automatically sends reminders about overdue assignments.
Alexander Belyaev, IT director, SLC Motors Group:
When we were settling on a solution we were looking at flexibility in addition to functional capabilities. The call center platform had to be integrated into six informational systems that were already implemented in our organization. I can say now with certainty that Noda Contact Center was the ideal option for us in that regard.
Alexey Sadovsky, sales director, EMEA, NODA:
This project showed yet again that our solution is the equal of analogous western programs with regard to functionality, while with respect to flexibility we are, without a doubt, the leader. Judging by the year-over-year growth in our contact center solutions’ market shares, more and more companies are understanding that fact.