Content Guru has announced Fix Auto UK, the country’s largest network of independently owned vehicle repair centres, has selected Vodafone storm® to enhance customer experiences.
Fix Auto UK is a fully-branded franchised body shop network with over 115 sites repairing in excess of 150,000 vehicles per annum and receives inbound customer enquiries through a variety of channels.
As part of its plans to move from an outsourced contact centre, delivered through a Business Process Outsourcing (BPO) provider, to a cloud contact centre platform, Fix Auto UK identified Vodafone storm® following recommendations from other automotive brands. Fix Auto UK were impressed by its solution and subsequently selected Vodafone storm® to:
- Deliver seamless omni-channel experiences through voice, email, web chat and SMS channels
- Increase personalization through Vodafone storm® CKS, a market-leading customer data platform, to place customer insights at the fingertips of agents allowing them to provide tailored interactions
- Synchronize UC and CX channels by integrating with Microsoft Teams
- Improve reporting and better monitor CX performance to continuously improve standards
“As a leader in the accident repair space, Fix Auto UK receives a high number of inbound interactions from customers and we are delighted it has selected Vodafone storm® to take its CX to the next level,” explained Edward Winfield, Director Global Partnerships at Content Guru. “Increased contact channels, personalization and reporting will ensure Fix Auto UK can provide first-class, seamless experiences to its growing customer base. We look forward to working alongside the Fix Auto UK team to constantly improve experiences for agents and customers.”
“As part of our ongoing investment programme we have developed our own, in-house, customer service division that handles large amounts of traffic and we needed a cloud-based, user-friendly system that would futureproof this area of the business,” said Gary Churcher, Fix Auto UK’s Head of Systems and IT. “Vodafone storm® ensures phone calls, emails, SMS texts, WhatsApps and web chats are accessible via one user-friendly platform with the added ability to provide detailed reports for ourselves and our customers.”
Visit https://www.vodafone.co.uk/business/unified-communications/contact-centre-solutions/vodafone-storm