Finance: Customer Support

IT Project

13 May 2018

Finance: Back-office & over-flow

13 May 2018

Finance: Customer Support

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About our partner

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Industry: Finance;

Leader on the local leasing market;

Provides funding through financial and operational leasing contracts having an average duration of 12 to 60 months, in the following areas: industrial equipment leasing, automobile leasing, real estate leasing and public leasing;

In addition to the services mentioned above, for these large leasing areas, our partner also offers insurance brokerage through its affiliated company;

Our partner also offers operational leasing, as well as fleet management service;

The group now has more than 147,000 employees and 8,700 branches.

Challenge

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The vast majority of customer interactions was recorded in the employees' agendas, so there was no centralized evidence;

When the client returned with the same problem, the support process was resumed (questions, solution searches, etc.), thus reducing the time for solving the issue and the overall efficiency of the company;

In case an employee was unavailable, his interactions with clients were lost, so the communication process with clients had to be resumed every time.

Collaboration figures

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Delegations: ~ 100 / month;

Broker e-mails: ~ 550 / month.

100%

Solutions

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Identifying the right processes and creating the necessary procedures in order to deploy our client’s complex processes and to develop an unique Customer Support service for clients which:

- Provides commercial information regarding financing solutions, services, promotions;

- Offers support for utilizing various services;

- Takes over and centralize customer grasps, as well as their feedback;

- Informs through detailed business analysis reports;

- Finds alternative solutions to solve the analyzed synapses.

Besides, during our collaboration we’ve developed various outbound services in order to improve our clients satisfaction and to refine the leasing contracts management.

Results

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Improving the management’s ability to make the right decisions;
Complaint rate during the 10 years of collaboration: <1%;
SLA: >85% in 30 seconds;
Collection rate: >90%.

Contact us now
We are always up for new challenges

CONTACT

IT Project

Finance: Back-office & over-flow

Finance: Customer Support

About our partner

Industry: Finance;

Leader on the local leasing market;

Provides funding through financial and operational leasing contracts having an average duration of 12 to 60 months, in the following areas: industrial equipment leasing, automobile leasing, real estate leasing and public leasing;

In addition to the services mentioned above, for these large leasing areas, our partner also offers insurance brokerage through its affiliated company;

Our partner also offers operational leasing, as well as fleet management service;

The group now has more than 147,000 employees and 8,700 branches.

Challenge

The vast majority of customer interactions was recorded in the employees' agendas, so there was no centralized evidence;

When the client returned with the same problem, the support process was resumed (questions, solution searches, etc.), thus reducing the time for solving the issue and the overall efficiency of the company;

In case an employee was unavailable, his interactions with clients were lost, so the communication process with clients had to be resumed every time.

Collaboration figures

Delegations: ~ 100 / month;

Other documents: ~ 500 / month;

Broker e-mails: ~ 550 / month.

100%

Solutions

Identifying the right processes and creating the necessary procedures in order to deploy our client’s complex processes and to develop an unique Customer Support service for clients which:

- Provides commercial information regarding financing solutions, services, promotions;

- Offers support for utilizing various services;

- Takes over and centralize customer grasps, as well as their feedback;

- Informs through detailed business analysis reports;

- Finds alternative solutions to solve the analyzed synapses.

Besides, during our collaboration we’ve developed various outbound services in order to improve our clients satisfaction and to refine the leasing contracts management.

Results

Contact us nowWe are always up for new challenges

Contact us now
We are always up for new challenges