CLIENT

Our client is the world’s largest European car maker and the only car brand in Singapore to manage its retail business directly.
Since 2012, Antasis has been supporting our client’s Aftersales Service Department in areas of making service appointments, general enquiries, customer survey, out-going SMS service reminders, etc.

REQUIREMENT

Antasis provides an integrated call centre service to perform the inbound support with the following objectives:

  • To answer and handle all the incoming calls pertaining to service appointments and general enquiries.
  • To handle and direct customers to relevant departments on vehicle break-down emergencies
  • To capture customer’s and call details into CRM (Customer Relationship Management ) system
  • To escalate the calls or emergency cases to Service Advisors or client’s Customer Care Specialists
  • Provides prompt, accurate and courteous response within Service Level Agreement
  • Monitor service load for service centers
  • Propose and upsell services

STRATEGY

Provide well trained, customer service oriented officers to deliver above industry standard service to our Client’s customers. In addition Antasis provided valuable feedback and suggestions to our Client on ways to improve processes through detailed data analysis.

Our Client’s requirement is simple:

  • customer oriented officers
  • basic knowledge of vehicle
  • pro-active, initiative, takes ownership of customer’s queries

Antasis is the point of contact and support centre for all incoming calls on service appointment and general enquiries.

OUTCOME:

Efficient control of appointment booking process

All appointments are booked using a real-time centralised system at Antasis. Users at the Client’s head office and various service centers are able to view all appointments real-time.

Effective monitoring of appointment Booking System

With a centralised booking system, Antasis assist our Client to monitor and balance service load between the service centers.

Point-of-Contact for Customers

Customers need to remember and call only one number for their queries. Customer Service Officers at Antasis will answer general queries or transfer customers to their respective Service Advisors when requested

Outbound Event Registration

Antasis contacts our Client’s customers for registration and reservation to private events. This allows our Client to focus on event preparation

Upsell Services

Customer Service Offices take initiative to upsell services to customers thereby increasing our Client’s revenue.

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