QPC Deploys Genesys Cloud to Fuel Mitsubishi Motors Australia’s Customer Experience.
Mitsubishi Motors Australia (MMA) is part of the global Mitsubishi Motors organisation and is a key member of the Mitsubishi Group companies.
About Mitsubishi Motos Australia
Mitsubishi’s business history dates back to 1870, when Japanese founder, Yataro Iwasaki, started a shipping company with three steamships. The company grew from strength to strength, and in 1914, registered the Mitsubishi three-diamond trademark. This symbol embodies over 130 years of tradition and has earned the confidence and trust of customers all over the world.
Given Mitsubishi’s popularity in the Australian market and drive to remain technologically ahead of the curve in the industry, it’s no wonder they turned to QPC, the specialist contact centre services and solutions company, to streamline their customer services platform.
The Challenge
Mitsubishi’s previous customer support solutions were no longer capable of delivering on their strategy of providing quick, easy and proactive service experiences for customers, dealers and staff. Their legacy system provided no clear insights into the needs and challenges across the business as their inbound, outbound and case management information was stored in disparate applications.
In addition to their disparate systems, MMA’s contact centre manages centralised customer service functions such as service bookings, recalls, issue resolutions, dealer enquiries and brochure requests. The company’s 35-member customer experience team, who handle more than 8000 inbound and outbound customer interacyions each month, needed a robust system to aid them in responding to queries quickly, free up their time on administrative duties, and allow them to focus on providing great customer service.
The Solution
The decision by MMA to task QPC with the replacement of its legacy telephone infrastructure, housed within the company’s national contact centre in Adelaide, was based on a strategic focus to boost both customer and dealer experience. This subsequently resulted in the search for a solution which could support the company’s renewed focus on the customer, as well as sustain its accelerated market presence.
MMA wanted a solution which could handle both inbound and outbound telephony, IVR, and reporting analytics while at the same time provide support for multi-channel communicatition, including web and email routing, at the customer’s moment of need.
Ben Hersey, Manager Customer Experience, MMA, stated that it was also important for the new contact centre solution to be able to seamlessly integrate with the organisation’s future CRM platform.
“We previously had an ageing, legacy telephony solution but concluded that the Genesys Cloud customer engagement and communication solution would provide the business with a more modern platiorm able to empower our agents while streamlining processes, resulting in less time spent on administration and more time focused on individual customer requirements.
“Genesys Cloud has an excellent reputation in contact centres and we were really impressed by the user interface dashboard which is able to capture a historic record of individual transaction history enabling our agents to provide a much-improved response to customer enquiries.
“At the same time, QPC came highly recommended. They are very knowledgeable, have an excellent track record and their people inspired us with confidence that the Genesys Cloud platform would be deployed on time, on budget.”
QPC was tasked with project management, training, deployment and support for Genesys Cloud among the company’s 30 agents who handle outbound campaigns, including customer interactions such as service bookings, recalls, issue resolution, test drives, and brochure requests. “We were thrilled to be involved with the transformation of MMA’s contact centre and could clearly see the omni-channel benefits of implementing Genesys Cloud. The results speak for themselves” stated Peter Levine, Commercial Director at QPC Australia.
“At the same time, QPC came highly recommended. They are very knowledgeable, have an excellent track record and their people inspired us with confidence that the Genesys Cloud platform would be deployed on time, on budget.”
The Benefits
MMA is a leader in a competitive market, and if there is even a slight drop in responsiveness, they could face losing a trusted and devoted customer. Given the volume of calls coming in and going out, QPC was able to set them up within three months, allowing Mitsubishi Motors Australia to establish a new annual sales record of 84,955 vehicles in 2018. The record annual result capped a solid year for Mitsubishi with sales up 5.3 per cent year-on-year against an overall decline of 3.0% in the new car market.
“Another benefit with Genesys Cloud, stated Ben Hersey, Manager Customer Experience, MMA, is that we won’t need to analyse complex bills from multiple vendors as we’ll have one solution across our entire communications portfolio. At the same time, we’ll be able to control scripts and conduct call recording which will support our training initiatives with the overall prime benefit being a boost to customer experience. Indeed, team leaders will benefit from the reporting and analytics to further improve quality assurance.”