Gurgaon, June 03, 2015: Contact center technology provider and Customer Interaction Management platform expert , Ameyo has announced today that India’s leading luxury car rental providers, Eco India Mobility and Hospitality (popularly known as ‘Eco Rent a Car’) has successfully implemented Ameyo Customer Engagement Hub to power their Inbound and Outbound car rental reservation processes.
Eco Rent a Car leads the industry by setting new benchmarks consistently by serving the world’s most respected MNC’s, luxury hotels, tour operators in over 54 cities with a 24*7 helpline powered by Ameyo.
Eco Rent a Car was in search of a solution that could direct incoming calls to the best idle agent and track and record incoming call data to streamline the reservation process. This feature accompanied by the extent of scalability offered to the car rental company made Ameyo the perfect choice of contact center technology. And as opposed to their previous technology, Ameyo proved to be a solution that is capable of keeping its pace with the company’s growing requirements and evolving business processes.
Ameyo deployed Personal Agent Routing feature that extends on Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) capabilities by defining inbound and outbound contact strategies to route each customer call to the most qualified (idle) agent available. The inbound process powered by Ameyo majorly functions to handle customer queries and complaints (24*7 helpline). The CTI screen pop feature integrated with CRM enable agents to equip themselves with contextual customer information to smoothly handle the customer call with no hassles. Outbound calling processes run sales processes by the agents to pull in new customers or promote campaigns to existing customers, and to confirm car rental orders. Currently the order confirmation process is done through email, call, and text to enhance customer satisfaction and improve the confirmation process.
“With Ameyo software we were able to deliver optimal customer experience. Our operational efficiency has improved by 80% in terms of agent login, calls recordings, customer detail capturing. We are now able to receive and answer almost 90% of our client interactions. Ameyo has helped us to revolutionize our communication process” said Mr. Ravi Kumar, Assistant Manager-Reservations, ECOS (India) Mobility & Hospitality Pvt. Ltd
With Ameyo, Eco Rent a Car wishes to enhance customer experience by streamlining and hastening the reservation processes. Once the agent creates and confirms the reservation, the order is disposed. And in case an order is not created or disposed for a reservation, Ameyo escalates the order ensuring that every order is addressed.