Manufacturing sector customer case studies
Here are some examples of customer solutions we have delivered to the Manufacturing sector:
Flextronics
Flextronics, a global electronics manufacturing business, operates a contact centre for handling parts and service voice calls and email messaging on behalf of its major electronics partners. The business faced the challenge of delivering an integrated and consistent approach to managing its customer interactions. ProtoCall One conducted a complete audit of its technology infrastructure after which it deployed the Genesys multimedia solution to provide a unified routing engine.
Following successful system roll-out, the customer is now able to prioritise its incoming interactions based on partner value and interaction type, as well as provide complete visibility of its performance direct to its partner on a daily basis. As a result Flextronics has achieved significant improvement in partner revenue and service levels, whilst improving agent productivity.
Dow Corning Ltd.
Dow Corning, the leader in silicon technology, serves its customers and resellers through a global network of customer service and technical support centres, where its customer support professionals (CSP) handle customer interactions including order processing, financial services and technical enquires aligned to the company’s product lines.
The customer partnered with ProtoCall One as it embarked on a Six-Sigma programme to transform its customer service operations. The goal was to create a standardised global customer service infrastructure delivering an improved customer, and CSP experience and to leverage its global knowledge and resources, allowing remote offices & home workers to be part of this customer service environment.
Dow Corning worked with ProtoCall One to map a vision for its global telephony and call centre infrastructure, along with an implementation roadmap. A key component was the existing Genesys platform deployed at two customer service centres. This platform was extended to cover nine global customer service centres delivering effective segmentation, routing and reporting of all customer contacts. ProtoCall One continues to support this customer helping to transform their customer service environment globally.
Inchcape plc
Typically the vehicle dealership business model allows for walk-in customer traffic to be given preference over inbound - telephone -customers. As a result Inchcape found that they were missing out on potentially valuable sales opportunities. In addition their dealer network provided an inconsistent level of post-sale customer service and, as a result, it was decided to develop a dedicated, centralised call centre function.
ProtoCall One provided a centralised call centre platform and an outbound dialler solution able to contact customers post sale, partly for customer service and partly to up-sell other products like extended warranties and service options. The model was initially launched in the UK market followed by a global, single platform, rollout.
< Back To Top
Find out more
