Implementation of Infinity Taxi in Trevel Rent

"As a result of implementation [call center] and Infinity, from Weathervane Sale company, the processing speed of addresses increased twice only due to saving of time for identification of clients. So, now we can process twice bigger quantity of calls by forces of the same call center. – Igor Teslenko, associate director of Trevel Rent company.

Car rental from Trevel Rent company is a convenient and available service which enjoys the increasing popularity recently. In nine of ten cases, the appeal to the company happens by phone. The management Trevel Rent considered it and thought of methods of improvement of quality and increase in productivity of telephone service.

As approves Pareto's law, 20% of customers are made for 80% of profit. Here only how to distinguish the first from the second? One case when the potential customer is interested in a lease term and costs, and absolutely another when the old and checked client at whom the company is ready to take the order by phone calls and to deliver the machine to the necessary address.

When the operator has clear idea of the client's value for the company, he is capable to construct dialog much more competently. The address to regular customers by name and accounting of their previous preferences in the field of brands of machines definitely increase trust to the company.

And competently constructed communication by phone for such thin business as lease of cars, is capable to increase its profitability many times. The whimsical customer can and the second time will not address to the company if it was not pleasant to it how talked to him. And the operator is not the sales manager and work with clients, he should not know subtleties of business processes of service.

For this reason company management Trevel Rent the convenient tool of call center Infinity — the scenario of dialog interested. Its use significantly facilitates tasks of employees – they need to register only flowing addresses, to lead a discussion according to in advance programmed conversation script, and on end to click "Save". A system will automatically register an event in 1C which will set the task for the manager of sales department.

"Now work is constructed as follows – Igor tells – the client addresses in call center by number of a hot line (8-800-555-1905). The call is included in the scenario of processing of call center Infinity. The program makes a request in 1C CRM, as input parameter gives the phone number, and at the exit receives a data set with customer information, the history of interaction with it and its marketing category. After call routing on the operator, before him the dialogue registration form of the address opens. An upper part of a form is information on the customer, his name and a contact information, details, marketing category and preferences to the choice of the car. This field allows the call center agent to select the ordered scenario of communication with the client, to show loyalty or, on the contrary, to demand accomplishment of all formalities. The second part of a card — registration of the address. The registration form contains all necessary data to set the task for the specialist of sales department. Based on a conversation, the operator fills a registration form of the address. As soon as dialog with the client is complete, the call center agent clicks "Save". On clicking of the button the call center of Infinity in the automatic mode initiates the address to 1C CRM and creates record about the content of a conversation, transferring the data necessary for formation of a task for the manager of sales department there.