How have we contributed to service efficiency increase in the oil sector?

What challenges did we face?

* Operating hotlines for the products and services, aimed at service station staff and customers.
* Implementation of outbound campaigns via phone calls and text messages in order to inform customers and encourage them to join loyalty and fleet programmes.
* 24/7 helpdesk for service station employees.
* Handling of complaints by e-mail.
* Implementation of automatic IVR services informing the loyalty programme participants about the number of points they need to obtain to receive a bonus.

What we did:

Preparation

01
Selection of the project team.
02
Development of a schedule for campaign implementation.
03
Creation of training materials for consultants in collaboration with the Partner.

Implementation

We conducted a series of staff training sessions.

We implemented automated IVR services.

Execution

We serviced the campaign in an uninterrupted manner.

We monitored and analysed current activities.

We made changes to achieve optimisation.

We created regular reports – daily, weekly and monthly with access to online statistics.

Results

The measures we applied, together with ongoing monitoring and analysis, improved service efficiency and customer satisfaction. The steps we took, including streamlining and automating processes, allowed us to reduce operating costs.