TimeTravel enhances Skoda's call centre response
Skoda called on Beacon Dodsworth to help them enhance their call centre response.
At the heart of the analysis is an up-to-date drive time matrix with over 25 million records. This system is integrated with Skoda’s Prospex system so that changes to dealer locations and territories can be quickly and automatically communicated to the call centre. Previously this procedure was all done manually.
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"The manual redistribution of postcodes following changes to the retail network was time consuming and prone to error. This new facility is more efficient, more accurate and allows us to provide our customers with more detailed information." Chris Daniell, Customer Care Manager, Skoda |
For any service or sales enquiries, the Skoda Customer Service Centre now refers callers to the retailer responsible for their area or provides up to five alternatives ranked by drive time. By just entering the caller’s postcode, the new capability can provide customers with the driving time and distance from the retailer, as well as the travel direction.
Please contact us for more information about TimeTravel.