Carglass: Digitisation of incoming and outgoing phone calls

Carglass: Digitisation of incoming and outgoing phone calls

The Salon Stratégie Clients will take place in Paris at the Porte de Versailles.

The Salon Stratégie Clients has agreed to let one of the leading vehicle glass repair companies present its findings: Carglass. The workshop has agreed to let Carglass share the results of a Dial Once evaluation.

The biggest challenge for Carglass: arranging appointments

Established in 1986, Carglass specialises in repairing and replacing vehicle windows and windscreens. Carglass employs nearly 3,000 people at over 450 outlets.For more than 20 years, Carglass has been dealing with private individuals, insurance companies and mutual funds as well as fleet managers and rental companies.

“Arranging appointments is fundamental to the success and at the heart of our customer relationship management strategy,” commented Cléo Moisan, in charge of digital innovation at Carglass. “In addition, behind this question, lie the four challenges at the heart of our customer relationship management strategy: the improvement of the customer experience, making it smoother and ‘seamless’, a digital transformation leveraging the digital tools that we have in place at Carglass; making the best use of our investment by concentrating resources on high added-value calls and finally a greater understanding of our customers and their journeys. Our intent is to address these four challenges at the same time by implementing the Dial Once solution.”

“Our decision to work with Dial Once and to implement its intelligent contact hub was driven by two objectives”, Cléo Moisan confirmed. “The first was to find a solution that allows us to facilitate our customer relationship management while making the best use of our investment. We also wanted to work with an agile and innovating partner who was able to advise as well as listen to us.

Solving the problem of digitising inbound calls achieved the final objective of facilitating customer relationship management at Carglass and optimising the arrangement of appointments at workshops owned by the motor industry specialists.

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