How Omni Channel Impacted the Service Experience in the Automotive Industry
The Shlomo Sixt Group has a place of honor as one of the most outstanding players in the Israeli automotive industry. The group was founded in 1974 as a car rental company. It grew into the leasing industry and also into becoming an automotive service provider. Following significant growth, the company currently boasts a fleet of about 75,000 vehicles and is considered one of the leading organizations in Israel in the field of automobiles.
A high standard of service is one of the most important elements in fostering customer loyalty in the automotive industry. In order to maintain its status as a leading company in the field, the Shlomo Group knew they must excel in providing exceptional customer service. Their quest for ever improving their customer service abilities brought the Shlomo Group to Elad Systems – and it is this passion for customer service that unites between the two companies. The Shlomo Group identified their need to install a system that would be simple to use, but make their job more efficient; enrich the customer’s experience of service, while putting an emphasis on quality and speed. Elad Systems was selected to provide the solution.
To begin with, Elad was enlisted to upgrade the division’s service platform. This platform was required to service a number of companies and provide many service interfaces. It would be used for sales, car rentals, test drives and every other detail that occurs in the company until the car is delivered into the customer’s hands. It also was the address for continued customer service. An additional requirement, but a critical one, was to ensure that all information relevant to any customer interaction would be available to all the companies in the group, from a single interface. This meant one unifying system that could interact with every interface and draw all information to any of the users.
While still in the planning stage, we decided that there was a simple solution that could take care of all of the Shlomo Sixt Group’s needs: SimpleChat from Elad. SimpleChat is an omni channel solution for providing customer support from inside the CRM itself, with Microsoft Dynamics 365 as the CRM. This combination allowed 360 degree support to every client: a support representative would have access to all information on all previous interactions with a client, from every company in the group, no matter which communication channel the client chose. In this way we were able to create a continuum of service.
The Shlomo Sixt Group saw great benefit from using Microsoft Dynamics as their CRM. They could efficiently follow up with leads and handle any information received. Their representatives could manage rental, sales and service calls swiftly, as well as oversee a wide variety of other interactions, while hitting their company targets. This CRM solution is considered a market leader because it is incredibly versatile and has many added advantages – like connecting between Microsoft Office and Exchange, and cloud management, which provides other opportunities for users.
The SimpleChat add on that the Shlomo Sixt Group chose, is a companion product to Microsoft Dynamics 365. It was developed in Elad Systems to extend the Microsoft product to provide complete omni channel service. SimpleChat allows companies to provide clients with unified service throughout their communication channels; these can include chat on a company’s website, WhatsApp, SMS announcements, or messaging on social media. The customer service representative accesses all of these communications from the same interface on the client side, which is enriched with information from the CRM.
Elad Systems also personalized the Microsoft Dynamics CRM interfaces specifically to the needs of the Shlomo Sixt Group. The integration project was undertaken to empower Shlomo Sixt Group representatives to provide improved service, while creating increased internal transparency in sales and service procedures.