PREPARE YOUR CUSTOMER SERVICE FOR TOMORROW S CHALLENGES

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1 PREPARE YOUR CUSTOMER SERVICE FOR TOMORROW S CHALLENGES Automotive manufacturers are facing the most significant period of disruption in their history. The development of electric and autonomous vehicles and the rise of connected car technology is driving unprecedented change. This presents both new revenue opportunities in the growing mobility-as-a-service market, and emerging threats from new market entrants in the form of technology and mobility providers. Meanwhile, the ability for consumers to fully purchase cars online is disrupting the traditional dealership model and the expectation for a seamless, personalised, multichannel experience is placing new pressures on customer services across car purchasing and financing operations. Together these changes mean delivering world class customer service is the key differentiator in today s market. Arvato helps automotive manufacturers, who are under pressure to differentiate their brands and keep pace with the disruption facing the industry, to deliver a premium experience across the entire customer journey. With 50 years of global automotive sector experience, a dedicated centre of excellence and presence in the largest car manufacturing markets in Europe, we combine a consultative approach with innovative front and back office services to help you create unique digital solutions that stand out from the competition and build customer loyalty for the future. million We generated 2,450 leads worth 2.2 million for Groupe Renault UK in 2017 manufacturers Globally, we work with 22 car manufacturers across their customer journey In the first three years of working with Harley Owners Group, we increased loyalty memberships and annual revenue per customer by 50%

2 Our solutions for the automotive industry Consultation and transformation Creating premium experiences Delivering excellent experiences will increasingly depend on understanding the customer, and providing consistent services that resolve enquiries at the first time of asking. We use our combination of industry expertise and our own proprietary research to help you understand and prepare to tackle the challenges ahead. Our customer journey mapping approach analyses and allows you to understand your processes and services from your customers point of view, across all touch points and phases of their journey, from the awareness phase right through to becoming advocates for your brand. Armed with these in-depth insights, our teams work closely with you to improve and simplify service delivery, grow revenue and put your customer front and centre, to deliver the premium experiences they demand and make you stand out from the competition. Understanding your customers and providing them with the experiences they expect will be vital as the commercial landscape in automotive becomes increasingly competitive. Our teams focus on developing an in-depth understanding of your customers, taking insight from every conversation across every channel. We use intelligent technology, including cognitive customer service software to understand the experience of different customer groups and analyse why they re getting in touch. Enliven CEM 360 view of the customer Our intelligent analytics software, with integrated artificial intelligence (AI) provides brands with a 360 degree view of the customer journey, in-depth insight into what each customer does, feels and experiences at each touchpoint and next best action recommendations. Using this information, we create an integrated service designed to reduce waiting times, increase the number of enquires resolved at the first point of contact to an average of 85%, and as a result increase overall customer satisfaction. From here, we build a single view of your customers, so that we can tailor and optimise each touchpoint to ensure a seamless, consistent and personalised experience. 10 Year partnership Digital experience Automotive virtual reality Our range of products enable you to truly understand your customers to provide memorable experiences that ultimately increase your revenues and market share, and to introduce new efficiencies that drive down costs. We ve been helping a German luxury sports car manufacturer achieve its global business objectives for more than a decade We re supporting one of the biggest German car manufacturing groups build new digital customer experiences, from introducing interactive manuals to developing a connected car store We successfully supported the launch of the virtual reality (VR) experience for a premium car brand at their dealerships across eleven countries

3 Community dealership platforms AI-powered cognitive chatbots Proactive social media management Video and web chat Our online platform provides continual feedback and insight on customer behaviour and desires. This platform operates as a self-regulating community and has been designed to allow car manufacturers to connect and collaborate with each of their dealerships. Our technology platform Arvato Conversational AI brings together all the necessary components for a chatbot to deliver the consistent experiences drivers are demanding. In China, our chatbot solution has enabled an Italian luxury car manufacturer to automate more than 80% of all enquiries online, providing customers with the answers to their queries instantaneously. We support our clients with a range of social media solutions, from developing customised communication strategies and proactive channel management, through to monitoring and detailed reporting. Our strategic approach helps our clients boost long-term customer loyalty and create brand advocates by delivering instant responses to customer enquiries and quickly resolving their concerns. We ve integrated video chat for a number of our clients to use in conjunction with other channels, which has helped them deliver faster resolutions for customers and provide dealerships with the functionality to give video tours of new vehicles. Our social media insight and management programme is enabling Groupe Renault UK to measure customer sentiment and quickly identify and resolve any customer dissatisfaction being voiced online. This has contributed to the manufacturer increasing customer satisfaction to 88% in % above the industry average. We handle over a million customer contacts globally for Mazda every year The average time to create a customer profile and respond to Groupe Renault UK customers on social media is just 17 minutes - well below customer expectations of 30 minutes Introducing web chat for Groupe Renault UK, has seen it become the most popular contact option for their UK customers, with 60% of all new car sales leads now coming through this channel

4 Introducing new efficiencies A seamless experience across purchasing and financing The buyer journey is changing. Customer s expectations and the number of interactions they have with manufacturers are set to increase sharply with the realisation of the connected car and as more people purchase cars online. ProcessAutomate Our Robotic Process Automation (RPA) solution is delivering time and cost savings of up to 80% for our clients by streamlining and automating repetitive, administrative back-office processes. This is particularly effective within the administration of financial services. We can implement the technology into a process within 30 days without the need for a complex IT integration. esearch Integrated with AI, our intelligent semantic search programme is helping drivers selfserve online and get a step-by-step guide to the right solution for their enquiry. CRM and telephony integration Integrating your CRM and telephony systems means that customer information is pushed to the customer service representative as they validate the caller. This allows them to quickly assess current and previous contact information and ensure that customers are directed to the right area for support, based on their needs. Manufacturers need to provide a joined-up and personalised service to deliver on the promise of customer-centricity. For automotive manufacturers with in-house finance arms, we integrate front and back-office services to provide secure, compliant financial customer services. Our FCA-accredited team undertakes a wide range of regulated activity to manage the entire customer life cycle, from purchase plans to pay-outs and renewals, to ensure a seamless customer experience. Our esearch solution is reducing contact volumes and delivering annual cost savings of up to 15% We ve reduced average handling time (AHT) by 15 seconds per call for a leading French car manufacturer, by integrating their cloud CRM platform and telephony system, cutting the search time for agents to load up customer details We processed and paid out over 242,000 same-day finance applications for a premium German automotive manufacturer in 2017

5 Why choose Arvato? Arvato has more than 50 years experience in delivering customer services and financial solutions to the automotive sector. We work with 22 car manufacturers globally, supporting multiple brands across many countries through our global contact centre footprint. Our 40,000 employees speak more than 35 languages across 107 sites in 27 countries. In the UK, our 11-year partnership with Groupe Renault UK was named the Best Partnership of the Year at the European Contact Centre & Customer Service Awards in 2015 and received a commendation for the overall partnership and digital customer services team at the UK Contact Centre Forum (UKCCF) Awards in We deliver integrated customer services including handling multi-channel customer enquiries and finance processing for two leading German car brands in the UK and Ireland. Seamless transition We understand the concerns of our clients when outsourcing their customer service to us, and work collaboratively with them to support their employees, maintain their culture and brand values and ensure that their customers experience no disruption in the quality of service they receive. Through our four-stage process discover, develop, deploy and deliver we develop a joint steering committee involving senior management, work stream leads and operational teams from both partners, to deliver a seamless transition with no fall in service levels. Living the brand Together with our clients, we deliver immersive brand experience programmes for our teams, which include test drives, track days and product demonstrations. For Groupe Renault UK, this has ensured our employees can have effective customer conversations, resolve queries at the first point of contact and offer new services. More than seven Renault and Dacia models were introduced in the last 12 months alone, making our team s knowledge key to delivering world class customer service. We employ over 600 people across our automotive customer service partnerships in the UK, and over 1600 internationally We ve managed 15 transitions in the UK with a proven methodology and governance Introducing Genius teams for a premium German manufacturer has resulted in 83% of enquiries being resolved at the first point of contact, with 84% customer satisfaction

6 Arvato is a trusted global business outsourcing partner to the private and public sectors in the UK and Ireland. arvato.co.uk/hello