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Our client is a newly established car-sharing company, founded in 2023. The company was commissioned by a major car manufacturer, renowned for emphasising customer satisfaction. The client aims to offer an eco-friendly and cost-effective alternative to car ownership with vehicles stationed at various locations across Ireland. Customers can sign up and within 24 hours gain approval to rent a vehicle on a short- or long-term basis.
In 2023, the same year of its founding, the car-sharing company partnered with Arema Connect upon the recommendation from one of our existing clients within the automotive sector. The new company wanted to partner with a Customer Support Centre that they could collaborate with to design and develop a Customer Support Charter. This charter would be continuously updated to improve the customer journey and overall experience for their customers.
Providing customer service expertise to a new company
As this client's Management Team was new to their roles and the concept of a car-sharing service was relatively new to Ireland, they needed a partner with experience who could provide them with a strong customer support solution.
The company required a partner capable of providing 24-hour support to customers and with the experience of managing escalations of major issues. They also required our integration with their internal system.
Our solution
We provide this client with a comprehensive 24x7 customer support solution, consisting of an inbound telephone & email support line, dedicated to delivering prompt and effective first-contact resolution for various queries. Our team diligently covers the phone lines round-the-clock, ensuring seamless assistance for their customers. Our agents are responsible for managing queries most often related to:
- Creating or updating a customer booking;
- Assistance confirming car locations;
- Pre-authorisation of payment transactions;
- Updating payment methods;
- Assisting drivers with accessing and starting the car;
- Refuelling queries;
- Car returns to specified locations;
- Accident and breakdown assistance;
Team Structure
This client account operates under our Shared Services model, consisting of a pool of agents dedicated to providing a customer support solution for a wide range of queries and requests. Each agent plays a vital role in ensuring the highest levels of customer satisfaction and resolving issues promptly. Overseeing operations of the account is the Team Leader, who provides guidance to agents and serves as the primary point of contact for addressing any escalation concerns or queries. In addition to managing day-to-day operations, the Team Leader collaborates closely with the client to identify areas for improvement and implement solutions that enhance the overall customer experience. This collaborative approach fosters a culture of continuous improvement and ensures that customers receive exceptional service at every interaction.
Training
As the project was new to both parties, we worked with our client to develop comprehensive Standard Operating Procedures (SOPs) for each transaction type in order to provide a tailored customer support solution.
Train-the-Trainer
- A ‘train-the-trainer’ methodology is employed to ensure consistency and effectiveness in training.
- The Client Management team guides the Team Leader, who then implements the training to the Customer Support team on the account.
Comprehensive training
- Customer Support Agents undergo thorough training, led by the Team Leader.
- Training covers the essential processes and procedures required for handling transactions on behalf of this account, intending to resolve on a First-Contact basis.
Ongoing support and development
- Beyond initial training, continuous support and training are provided to handle customer issues.
- Regular meetings and updates on new services are provided to ensure a seamless customer support solution.
Technology
Queries are managed, resolved, and logged within our client’s internal CRM system. The system’s functions allow customer support agents to bring up the customer’s details via a quick search. Through this system, agents can:
- Evaluate booking details;
- Place and cancel reservations;
- Review driver licence validation;
- Remotely open vehicles;
- Create support cases.
The successful integration of our client’s CRM system into our operations is a testament to our agents' exceptional adaptability and rapid learning capabilities. This seamless integration enhances the efficiency and effectiveness of our collaborative efforts, benefiting both organisations.
Relationship Management
Our partnership with this client thrives on a strong and collaborative working relationship fostered through consistent daily communication via email and telephone. We share a common goal with our client to provide the best possible customer experience. By leveraging both of our strengths and expertise, we create a reliable team that delivers exceptional customer service and driving services.
Conclusion
Since the launch of our partnership with the car-sharing company in March 2023, we have handled over 7000 transactions.
This particular partnership not only presented Arema Connect with the opportunity to showcase our capabilities to provide a tailored and scalable customer support solution, but also played a pivotal role in supporting the client’s growth strategy to provide support on a 24x7 basis. Our Team Leader demonstrated adeptness at swiftly appointing and training qualified customer service representatives, which was essential for the success of the launching the partnership.
Additionally, our adaptability to seamlessly integrate with our client’s system proved invaluable. The contract highlighted the exceptional quality of our staff members, who form the core strength of our organisation. By resolving our client’s challenges, we have not only established a strong, mutually beneficial relationship with the company but also secured a strong partnership within the automotive and transport sector.
