business negotiation
A member of ComfortDelGro
CASE
STUDY
ComfortDelGro offers efficient, innovative call booking services with advanced Avaya
Contact Center solution
Challenge
Solution
To maximize the profitability and operational effectiveness of ComfortDelGro’s taxi business by balancing costs management against growing customer base.
ComfortDelGro looked to Avaya to improve on call automation and response time to customers, as well as enhance agent job satisfaction at its Customer Contact Center.
Designed to embed automated human communications at the heart of a business, an advanced Avaya Contact Center solution was deployed to streamline processes, improve productivity and manage communications better across
Customer Contact Center operations.
The inability to cater to call spikes was not only affecting customer service level but was also a compliance issue for the company.
Value Created
• Increased call automation to 70% of all bookings resulted in significant savings of 40% in agent costs
• Agents freed up to deliver in more value-added services, expanding their job scope and improving morale
• Enabled call booking service innovations – such as Intelligent Dispatch – resulting in more jobs and additional income for drivers
• Improved customer satisfaction as a result of faster call answer rate and convenience provided by call booking service innovations • Ensured business continuity with full redundancy built into system and processes
SINGAPORE – As one of the world’s second largest publicly
customer demand during peak periods as well as even
listed passenger land transport companies, ComfortDelGro is
higher demand spikes during rainy or festive periods. In
a Singapore success story. It has garnered numerous awards
addition, the company had to meet the stringent and high
for its operational efficiency, and in 2006, was recognized
minimum performance standards set by the Singapore Land
for its innovative use of
CASE
STUDY
ComfortDelGro offers efficient, innovative call booking services with advanced Avaya
Contact Center solution
Challenge
Solution
To maximize the profitability and operational effectiveness of ComfortDelGro’s taxi business by balancing costs management against growing customer base.
ComfortDelGro looked to Avaya to improve on call automation and response time to customers, as well as enhance agent job satisfaction at its Customer Contact Center.
Designed to embed automated human communications at the heart of a business, an advanced Avaya Contact Center solution was deployed to streamline processes, improve productivity and manage communications better across
Customer Contact Center operations.
The inability to cater to call spikes was not only affecting customer service level but was also a compliance issue for the company.
Value Created
• Increased call automation to 70% of all bookings resulted in significant savings of 40% in agent costs
• Agents freed up to deliver in more value-added services, expanding their job scope and improving morale
• Enabled call booking service innovations – such as Intelligent Dispatch – resulting in more jobs and additional income for drivers
• Improved customer satisfaction as a result of faster call answer rate and convenience provided by call booking service innovations • Ensured business continuity with full redundancy built into system and processes
SINGAPORE – As one of the world’s second largest publicly
customer demand during peak periods as well as even
listed passenger land transport companies, ComfortDelGro is
higher demand spikes during rainy or festive periods. In
a Singapore success story. It has garnered numerous awards
addition, the company had to meet the stringent and high
for its operational efficiency, and in 2006, was recognized
minimum performance standards set by the Singapore Land
for its innovative use of