Accelerating Customer-Driven Success with Clear and Confident Direction (Automotive Solutions Overview)
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For automakers, dealerships, drivers and riders, the integration of new technology is changing the way the automotive industry operates.
We already happily accept rides with strangers through popular ride-hailing apps, and soon self-driving cars will zip us around. Yet having our own vehicles remains desirable to many, and car manufacturers are eager to provide what car buyers want. Rearview backup cameras, hands-free phone integration and touchscreen navigation are all modern conveniences that drivers rely on today, and with these added features comes the need for prompt and courteous customer support.
Alorica has solutions that keep both car and driver connected. Our automotive agents calm fender-bender victims, rectify rental car snafus and clarify confusing auto warranties. And when an auto parts recall or otherwise urgent matter arises, we’re equipped to scale up resources to handle the influx of incoming calls. Whether a ride-sharing teen needs app support or a business executive’s luxury sedan requires routine maintenance, Alorica strives to provide best-in-class service to customers across multiple geographies through voice, email, chat and social media.
Let’s ride on, shall we?
ALORICA IN ACTION: ON-DEMAND TRANSPORTATION PROVIDER
Scalability and Speed to Proficiency
A fast-growing, on-demand transportation provider required flexible, rapid ramp-ups and turned to Alorica for help. In a year’s time, they added five new LOBs and ramped more than 600 agents in both domestic and offshore locations.
During a review of the client’s training program, we noticed inefficiencies in the 40-hour onboarding curriculum being delivered via instructor-led, classroom training. Together, we realigned the learning focus with a more hands-on approach, reducing training time to 12 hours and improving time to proficiency for agents to meet quality targets.
We now provide 24/7 support for the client’s Document Review, Fraud, Mentor, Driver Safety, Guardian, Passenger and Driver lines of business. We’re also responsible for supporting the client’s trademarked computer software, which keeps drivers and passengers connected throughout their entire transaction. From selecting a preferred vehicle or driver (or passengers) pre-ride to rating the driver (or passengers) post-ride, our agents are always available to help should the users from either end require assistance with our client’s app.
Automotive Expertise
CUSTOMERS
- Recalls
- Case Management
- Premium Brand Services
- Warranty Support
- Driver and Roadside Assistance
- Claims and Investigations
- Liability, Legal and Repurchase
FINANCIAL
- Account Resolutions
- Fraud Management
CONNECTED
- Remote App Support
- Bluetooth Connectivity
- In-Vehicle App Support
- In-Vehicle Wifi Support
DEALER
- Dealer Support
- Parts Allocation
- Technical Assistance
SALES
- Marketing Support
- Vehicle Incentives
- Vehicle Location
- Dealer Sales Chat
- End of Lease Renewals & Retention
Download the Accelerating Customer Driven Success with Clear and Confident Direction white paper to read more.
Alorica’s can help you pave the way to customer service success. We invite those we meet along the road to hop in and learn more about our Transportation and Logistics solutions for drivers, riders, manufacturers and dealerships around the globe. Or contact us at [email protected] | 1-866-ALORICA today
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