AutoRestore Case Study

"Sigma is a great company to deal with - from billing to support, it's all faultless."

Patrick Dignan, Customer Experience Director, Autorestore®

Autorestore® is a specialist mobile accident damage repair company set up four years ago by Autoglass® and is part of Belron® International, the world's leading glass repair and replacement business.

They offer a national service from a large fleet of specially equipped vehicles using a state of the art paperless system. All jobs are handled by their contact centre team, who arrange the appointment and schedule a repair technician to do the work at the customer's home, office, etc. As soon as they receive details of the job, they call the customer to make sure they understand the full extent of the damage and to verify that the repair is within their scope.

Call Care

One of the most sophisticated, network based management reporting products available today, Call Care enables Autorestore to examine exactly what is happening to their call traffic on a regular basis.

Call data is updated every 15 minutes, giving the Call Centre Managers the ability to quickly monitor the performance of their teams and act upon it. Missed calls are missed sales opportunities; Call Care identifies equipment and operator resource needs.

For Autorestore, disaster recovery was an important criterion; if their offices should become inaccessible due to fire, flood, etc. "Call Care enables us to instantly re-route calls to other telephone numbers and locations - service to customers would be unaffected" explains Patrick Dignan, Head of Customer Contact at Autorestore. "Planned future uses of the product will be to assess marketing campaigns."

Replay

Autorestore needed a flexible call recording solution to meet their robust quality assurance requirements and assess sales opportunities. Replay enabled them to quantify the size of the opportunity to increase their revenue through the eradication of sales leakage.

Patrick explains further: "It has given managers the ability to develop personal development plans for all team members, increasing damage evaluation; listening and customer service skills and sales conversion rates. Team members are able to self evaluate themselves against their plansAutorestore's aim is to provide their customers with a fast, efficient and effective service; we needed the same service from our call recording system. Replay ensured adherence to and continued development of our tough call quality methodology."

Replay not only eliminated the need to purchase expensive call recording equipment, but also eradicated any maintenance problems and costs that are usually associated with it.

Patrick explained why he chose to use Sigma Voice Solutions for his call management requirements: "Sigma is a great company to deal with - from billing to support, it's all faultless".