In an era where almost every sort of industry is reaping benefits from cloud telephony, automobile sector is not untouched. Indian automobile is one of the most lucrative industries and the significance of this industry is gauged by the fact that it contributes nearly 7% of the country’s GDP. No wonder that the burgeoning Indian Market has fascinated global players like Ferrari and Bentley to set up their outlets in India. Let us see why cloud telephony has become indispensable for this “Industry of Industries.” (as termed by the founder of Modern Management Peter Drucker.)
The ever increasing competition has prompted the industries to introspect the service aspects whether it is pre sales or after sales. As per a study conducted, after sales service is important for more than 60% of the Indian customers and therefore this quarter needs a special attention. Streamlining the communication process can help solving many loopholes.
What is the Present Scenario?
Outbound Supply chain of the automobile industry is very complicated because of the reasons apparent as the distributors have to handle multiple dealers and the dealers in turn need to look after a huge network of sub dealers and chain of retailers apart from a huge customer base which swells up at occasions.
What are the Challenges that Automobile Industry is Facing Today?
- Tracking quality of service and monitoring customer calls are all hard nut to crack because all the dealers are working independently.
- Completing the sales process is in the state of mess as dealers need to track the whole process right from the generation of leads, how they are handling this, which dealer is performing better and have better lead conversion ratio cannot be tracked.
- There is no process in place to track a number of things like alerts to the customers for their vehicle service, renewal of their insurance and a lot of other similar issues.
- There is a lack of mutual communication between the dealers because of which the existing inventory cannot be used optimally.
What is the Right Solution Then?
Cloud telephony solution has made the automobile distributors heave a huge sigh of relief. A centralized call recording system, a hosted IVR for all the inbound calls and progressive diallers for the Centralized Outbound Call Centre. Once they are subscribed to the Cloud telephony, auto mobile distributors can track all the professional calls (from the dealers, customers, insurance agencies, banks etc.) This streamlined communication process helps in enhancing lead conversion ratio.
A Cloud Telephony solution is recommended for a distributor or network of dealers, it includes centralised call recording system, hosted IVR for inbound calls and progressive dialler for centralised outbound call centre. The solution helps the automobile company or distributor to track all the calls, streamline the communication process, improve leads conversion ratio ultimately standardized customer service and increases customer satisfaction.
Inbound Calls: What Are They How Would They Help?
Inbound calls are the incoming calls that are greeted with an IVR (Interactive Voice Response) which is pre-recorded voice that makes you look professional. This IVR is forwarded to the respective dealer for sales or for support. This helps in tracking calls efficiently. Centralized call recording that is made available along helps in monitoring the quality of calls.
This helps in making your service go 24X7. If customers call you in off hours, they would be greeted with a message and the customer messages would then be recorded. If they call for sales the calls first go to the centralized system and then they are diverted to the dealers as per the preference of the customers.
Outbound Calls: What are they? How Would They Help?
Centralized outbound call centre along with a progressive dialler is used to run promotional campaigns via e-mails, SMSes etc. Customer service reminders can also be set for renewal of insurance, for the service of vehicles, payment of instalments and much more.
Centralized database can be used for recording the customer specific outbound calls from the dealers. This helps in standardizing the service quality and taking the promotion campaign to the next level.
All the customer specific outbound call from dealer would also be recorded in centralized database.It will help in standardizing the quality of service and will make promotional campaigns much more effective. What’s more! Cloud telephony is a flexible solution and can be customized as per your needs