The scope of our client programme is the management of trade partners and customers via a B2C and B2B solution. ATM SA provide the management of all contacts for our client thereby acting as an intermediary between Whirlpool, its customers and dealers of Whirlpool products. Our services cover the following:
- Handling engineer appointment booking and service appointments
- Scheduling service advisors to perform service calls inc. value added services
- Managing the progress and escalation of service calls
- Management of the ordering system for spares or parts
- First and second level tech support
- Remote technician resolution
- Managing overdue requests
- Provide call closure validation on service calls
Our solution has delivered:
- Customer services expertise, with a strong focus on after-sales care and sales activities
- Advance technology platform with a single view of customer and technician engagement journey
- Customisable and fit for purpose technology solutions (CRM & Telephony)
- Seamless integration with best practice standards
- Data analysis and reporting to provide business intelligence to our client
- Service delivery methodologies aligned to global best practice methodologies
- 96% successful service scheduling allocation
- 24% improvement in engineer efficiency through optimised communication
- 11% increase in cross-sell | upsell activity
Our solution has not only enhanced the customers aftersales experience but also contributed significantly to customer retention and loyalty.
