With technologies aimed at increasing operational efficiency in the customer journey, a company in the automotive sector optimizes services for periods of high service volume.
Grupo New, with over 30 years of experience in the automotive sector, recently implemented a robust channel program, integrating cloud PBX and autodialer solutions to increase operational efficiency and enhance the customer service experience, especially at events and strategic sales actions. The solutions used came from Dígitro Tecnologia, a national company and specialist in customer journeys. The implementation of the technologies began in September 2023 and has already yielded significant results. According to Alice Lucas, CRM Manager at Grupo New, the customer service URA centralized demands, directing only 20% of the calls to human service. “The cloud PBX generated a significant gain in operational efficiency, optimizing the service flow”, says Alice.
In March 2024, Grupo New continued its automation by implementing a dialer. At large-scale events, the solution accelerated customer prospecting, which is essential for actions that require a high volume of contact in short periods. Elidia Fernandes, Leads Supervisor, highlights the positive impact of the dialer: “Today, we monitor each stage of the service, from customer interaction to conversion rates, which increases assertiveness and strengthens the performance of field teams,” she explains.
For prospecting campaigns, New integrated WhatsApp into the system, ensuring a quick and efficient response to customers in the invitation and confirmation stages. “We maintain a 90% service level agreement, with calls answered within 20 seconds, which reflects our operational excellence,” argues Alice.
Another important aspect of the digital transformation is the use of dashboards, centralizing data and optimizing team management. “With metrics available in real time, we can monitor call volume, operator availability and act quickly to resolve any operational issues,” explains Elidia. In addition, the functionality is used for after-sales and recall actions, which are essential for the safety and satisfaction of customers of the premium brands that the company represents.
According to Octavio Carradore, Market Relations Director at Dígitro, the challenge of implementing technologies at Grupo New was to accommodate the large volume of information that they manage in their customer base in the solutions.
“New’s customer service department deals with huge customer bases of 70 to 100 thousand. We have implemented a tool that has given speed and reach to enhance the results of the prospecting team, which, in the short space of a week, needs to fulfill the mission of taking potential customers to sales events promoted by the company,” says Octávio.
Octávio Carradore, Director of Market Relations at Dígitro Tecnologia
With the investment, for periods of high demand, such as Black Friday, Grupo New claims to have its structure fully compatible. “We are prepared to serve around 200 thousand customers with systems that guarantee high availability and security for this critical operation”, concludes Alice.
About Digito
Dígitro Tecnologia is a Brazilian company with 100% capital and a pioneer in the innovation market in Brazil. Headquartered in Florianópolis, it operates in several countries in South America. Focused on developing technologies for Smart Cities, Customer Journey, Intelligence and Defense, it has Software as a Service (SaaS) solutions, in addition to an on-premise portfolio, used by Brazilian and international organizations. The company is a leader in the Public Security sector and has made important contributions to National Defense as a Strategic Defense Company (EED), certified by the Ministry of Defense. More information on the website www.digitro.com.
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