Altitude Software Helps Largest Middle East General Motors Dealer Improve Call Center Productivity

AlJomaih Automotive Company (AAC), the largest GM dealer in the Middle East, has increased call center scheduling, productivity and customer service as a result of deploying Altitude IP Contact Center Suite to handle the fast-paced growth of its customer service operations across Saudi Arabia. Altitude Software (News - Alert) provides unified customer interaction solutions, managing dynamic contact centers independently of platforms.

AAC’s contact center is powered by the Altitude customer interaction management solution, which provided the automotive dealer with advanced IP contact center features including voice portal, outbound dialer and a unified centralized monitoring, queuing, routing and reporting.

With hundreds of thousands of customers in KSA, AlJomaih required consistent, up to date data quality to avoid any outdated, invalid customer records.

“We wanted to be proactive and ensure we have quality, consistent information on our customers and prospects to improve our communications as well as build our customer relationships on a customized way, be it by phone, SMS, email or face-to-face,‘‘ said Mohamed M. Khaled, National & CRM Manager at Aljomaih Automotive Company.

AAC recognized the need for an advanced customer interaction management solution to improve the overall effectiveness of its contact center operations. The requirements of the Dammam-based automotive dealer included: the ability to handle heavy volumes of calls, new channels such as SMS and email, proactive appointment scheduling, better target customers and enhance promotions, boost the productivity and efficiency of outbound telemarketing campaigns, and provide real-time reporting capabilities to ensure the effectiveness and efficiency of the customer service operations.

"The results have been very insightful," said Khaled. "In the first four weeks of the contact centre set up we were able to increase the size of our database by 300 percent, and achieve higher levels of customer satisfaction with a 91 percent rate of telephone interactions answered within 18 seconds. Besides, our call monitoring constantly shows an average quality/satisfaction rating of 96 percent."

With the new contact center system in place, AAC is now able to schedule call backs, manage call lists for targeted marketing operations, simplify access to caller information, provide real-time monitoring as well as recording, storage and retrieval of customer interaction sessions. 

“Customer satisfaction is essential to AlJomaih Automotive‘s service delivery and brand reputation in a very competitive automotive market. By deploying Altitude uCI, AAC has added a key dimension to its customer care offering,” said Riadh Boukhris, Altitude Software MENA President. "AAC represents a strategic customer for us as it not only demonstrates Altitude's growing global and regional reach but the fact that we have aligned ourselves with another key organization in the GCC -- one that is striving to have a leading role in automotive customer service excellence across Saudi Arabia and pushing itself on all fronts in order to achieve that ambition."

Edited by Rich Steeves