Client Introduction

The company is a large enterprise of motorcycle design, production, sale and service. Up to now they have produced 34 new models with accumulative sales of 6 million units and export to 45 countries and regions. The company also wins a lot of awards such as 'National Customer Satisfaction Product', 'China Automobile Industry Sales revenue Top 30', etc.

The Story

With the increasing amount of clients, customer service has evolved from occasional phone call to interactive and systematic communications. This is the certain result of development. Existed call center system can't provide in time, high quality service, whereas good service is the cornerstone of a successful company. So it's one of the most severe challenges the company need to take care of, to upgrade existed call center cystem to adopt rapid development of the company.

VSC has long cooperation history with the company for its ERP system and 'Window of Hoda' multimedia system, earned great trust from the client. The company chooses VSC as its vendor again to plan, design and implement its brand-new call center system.

Business Challenge

Existed call center of the company was having three important problems.
Can't run smoothly 24X7. Shut down now and then, which causes customer concern.
Separated system, can't interact with enterprise information system or share data with customer information system, which impacts service quality.
Little cooperation with other departments, can't monitor the service from end to end for consecutive improvement.

How We Helped

By our thoroughly analysis and research, and based on our strong call center knowledge and rich project experience, we proposed our call center solution to address the company's problems, help the customer to improve service related process for active interaction with other departments, integrate call center with other enterprise systems to let data flow as well as reasonable suggestions for their maintenance and management.

Success Achieved

After successful delivery the system is running smoothly and efficiently, wins high appraisal from customer.
Easy to use for excellent UI design, promotes agency's productivity greatly.
Exchange customer information with enterprise information system to decrease operation steps.
Multi communication channels, including FAX, email, SMS and telephone, have been integrated to advance communication efficiency and interaction among departments.