Customer service of Garage (Infinity TAXI)

"Desire of the client – the law" – with such slogan in 2006 for the Kazakhstan market of transport services there was "A customer service of Garage". In a year after creation, the company management made the decision on creation of the optimal scheme of communications with clients and automation of work of employees. The solution was found quickly...

Life of the clients more comfortable and safer helps Garage company to do already about five years of Infinity TAXI. How to create the successful customer service offering to clients really European level of service, the system administrator of the Service center Garage, Sergey Khan tells.

RULES OF THE GAME

• Sergey, heads of the successful companies know that he is decisive factor in fight for clients. What competitive advantages did you define for your company?

• People in the 21st century appreciate brightness, brevity and speed. Brightness in our case is reached by unique external design of our machines which are without fail selected from hundreds of machines of the taxi. The brevity and speed consists in operational service of all requests of clients. For this reason we made the decision on implementation of modern technologies of processing of the arriving calls and distribution of orders.

• What parameters influenced your choice of the software? Why Infinity TAXI?

• First of all we selected the full-fledged sall-center and the software for the taxi. Fortunately, our search was short - stopped on the first option. Infinity with the technical capabilities completely satisfied to our requirements. Besides very easily and easy it turned out to work with the manager.

• What was a main goal of acquisition of Infinity TAXI?

• Generally, we were aimed at increase in level of the organization, performance and the service provided by us to clients. We were faced by several tasks, and it was important to solve them in a complex and at the same time. At wiring design of communications with clients our purpose was to find a method to increase efficiency of interrelation: increase quality and quantity of calls, i.e. clients. Key features of steel for us all functionality of Call center of Infinity, in particular an opportunity quickly and effectively to process calls, to perform SMS mailing, to listen to all talk with clients if it is necessary to specify order parts. The number of the processed requests significantly increased.

Also there was a wish to optimize internal business processes, to exclude "a human factor" in work, to exclude any possibility of "deception" from employees and to minimize the negative situations connected, for example, with miscalculation of cost of a trip with the wrong execution of the request "on a knee", roughness of operators. Many heads are tormented by a question: "How to check quality of work of the employees? How to find out whether clients are happy?" For me this question disappeared thanks to Infinity TAXI. The task of the company to reach new technology level and "give" modern technologies on service to the client is executed!

THERE IS A CONTACT?

• How did implementation of the Infinity complex take place? What was reaction of employees to an innovation?

• It seems to me that any organizational change, especially implementation of absolutely new software solution does not happen without tests and errors. However these errors were gradually eliminated in process of acquisition of experience with Infinity and technical support came to the rescue if necessary.

• What Infinity TAXI functions are used by your company most often and why?

• Probably, most we use directly contact center. At last there was an opportunity to accurately distribute information on private and corporate clients. The card of corporate client which allows to enter all necessary information is provided in the program. Since this card is available to the operator at the time of adoption of the order, it as much as possible simplifies operational processing of corporate orders. Now it is much simpler to us to sign long-term agreements, in the company the department of work with corporate clients is created – it provides the fruitful relations. Besides relationship with corporate clients is supported also with the complete informative reporting under trips for the client that is important. Quite often the system of non-cash payment practices – and the corporate client always knows what he pays for. Also in Infinity TAXI it is possible to set "parking" of cars, and thanks to this parameter we really guarantee standards of the European quality, namely operational giving of the car with the gallant driver. In the uniform program we combine a big variety of services by means of which we are selected in "the" market.

• What is told by digits? How did indicators of your company after Infinity TAXI implementation change?
• I can frankly tell that before Infinity acquisition the number of the executed orders was three-four times less, than now. At the moment (indicators of 2011) the number of transportations in a month is 30-40 thousand passengers! By the end of 2011 we are going to bring this indicator to 80 thousand without damage to quality and service rate.