Business Systems has announced that all-inclusive electric car subscription service Onto is set to implement Cloud Contact Centre Platform, CXone, to support its customer experience growth plans.
Onto will deploy skills-based routing capabilities and a smart knowledge management system to meet consumers at their point of need while making the right self-service answers easy to find. An Omnichannel agent interface managing voice, chat, email and social interactions will help customers move seamlessly between channels, improving their experience across multiple touchpoints.
Onto, which is committed to making electric car ownership easy and hassle-free, has seen huge growth since its launch in 2017, with the business doubling in size every six months to become the largest electric car fleet in the UK. There are currently over 6,000 active subscribers and delivering a seamless customer experience is essential as the business grows to meet the demand for green transport.
To provide a proactive user experience for flexible driving solutions and user journeys, an analytics-driven Voice of the Customer (VOC) program with a single reporting and dashboard suite across all channels will derive critical business insight. An integrated Quality Management system enabling scorecards and quality will improve agent training, learning and development.
Adam Kantor, CEO of Business Systems said: “Our aim is to support Onto to create a more sustainable future for its customers while enhancing their CX vision of anticipating customer needs and empowering customers through effortless interactions.
Providing an effective customer experience and resonating with your audience is truly at the heart of a successful venture, and we are honored to have been given the opportunity to help Onto fulfill this vision.”
Adam Koffler, Chief of Customer Experience of Onto said “Our vision is to empower customers to resolve issues before they become problems through effortless experiences, but we needed the solution to facilitate this. By working with Business Systems, we’re going to be able to bring this vision to life for our customers and agents, further defining our footprint as the leading provider in our industry.”
About Business Systems
You’re in safe hands with Business Systems (“BSL”). For over 30 years we’ve worked with our clients to give them the solutions they need to work effectively and deliver a fantastic Customer Experience (CX) when it matters the most.
With one of the largest Workforce Optimisation and CX teams in Europe, we represent vendors such as NICE, Genesys and Calabrio etc. as well as developing our own Self-Service, Chatbots, Natural Language IVR and Multilingual chat solutions.
Onto was founded in 2017 by Rob Jolly and Dannan O’Meachair and provides an accessible, flexible and easy way for motorists to join the EV revolution. In the last five years, Onto’s new and innovative all-inclusive car subscription service has proved a hit with consumers – enabling many to move away from the traditional internal combustion engine. Since 2018, Onto has expanded rapidly, partnering with new charging and electric car providers as more EVs become available to suit all budgets. Onto currently offers 25 models, with subscriptions starting from £379 per month.