Autoline - Customer Contact Management

The handling of inbound and outbound telephone calls are critical elements in the provision of professional customer services. The Kerridge Customer Contact Management (CCM) module is a complete call handling solution that can be incorporated with Autoline and delivers all the necessary tools to successfully manage telephone calls.

It can provide regular calling lists for specific tasks, with planned structured questions and the ability to define and control the direction of the call to ensure you are capturing the right information. CCM will improve customer service standards and increase the customer's perception of the business. The structured scripting and automated contact generation will reduce the risks of misunderstandings and communication errors.

Tools for inbound and outbound calls

• Up-selling service booking calls
• Pro-active sales campaigns
• Service calls with sales opportunities
• CSI for sales and service
• Receptionist call handling
• Sales enquiry follow-up
• Customer complaint handling
• Debtor chasing
• Parts or auto factor call handling

CCM in Aftersales

• Simple service booking process
• Global Workshop Loading view
• 'Yes' and 'No' question prompts
• Simple gathering of data
• Automatically updates CRM and Aftersales modules
• Ideal for service booking screens anywhere in the organisation

CCM Capabilities

• Inbound calls with screen popping to a script
• Different scripts depending on route of call - structured questions for data capture
• Outbound calls - identify who to call using call lists
• Decide when to call and who should make the call
• Utilise the WIP creation wizard within call scripts

Administrator options

• Supervisors manage call lists
• Outbound campaign monitoring
• Full visual display of advisors' activity
• Administrator can re-assign calls and lists

Optional CTI integrated solution

• Fully integrated telephone application with Kerridge Autoline
• Caller line number identification enables immediate database look-up
• Inbound and outbound agent campaign and call monitoring
• Multi-queue wall board
• Special functionality such as skills, franchise or languages can also ensure the caller speaks to the correct person first time
• CRM simple CTI/Screen pop

Script Tool features

• Customer definable screen design tool
• Define capture details, set the rules and the next action
• Integration with other modules
• Send e-mail, fax or SMS
• Intelligent routing by franchise, models and dealerships
• Customer definable up-selling service scripts
• Create contacts automatically
• Global service booking to show courtesy car facilities if required

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