Case study

24/7 customer service for one of the leaders in the fuel industry

We met all agreed SLA indicators. We achieved this by using the integration of CRM systems and our 24/7 support for the customers and station staff of our Partner.

What challenges did we face?

* Managing telephone calls and e-mails from customers and filling station employees.
* Acquiring leads for fuel cards using the hotline.
* Providing uninterrupted service 24/7 all year round.
* Integrating CRM systems.
* Preparation of a special service room adapted to the needs of the Client.

What we did:

Preparation

01
We created a team of 40 employees to provide a professional multichannel service.
02
We developed and updated training materials.

Implementation

We provided training on the entire range of services – loyalty scheme, fleet cards, complaints, providing information.

We integrated CRM systems into our Partner's systems.

Execution

We provided a 24/7 service.

We actively sought potential customers for fuel cards.

We monitored the results of our activities and maintained constant communication with the Client.

Results

We met all previously agreed SLA indicators.

Case study

24/7 customer service for one of the leaders in the fuel industry

What challenges did we face?

What we did:

Preparation

Implementation

Execution

Results

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