CIAK Auto: Enhancing Customer Experience through Digital Transformation
Technology Category
- Networks & Connectivity - 5G
Applicable Industries
- Automotive
- Telecommunications
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Traffic Monitoring
Services
- Cloud Planning, Design & Implementation Services
About The Customer
CIAK Auto, established in 2014, is one of the leading regional spare parts distributors in Croatia. With over 50 points of sale, it is one of the largest auto parts companies in the country. Their primary customers are auto mechanics who often require assistance in identifying and sourcing specific replacement parts. These customers value efficient and timely service, as they often cannot afford to wait on the phone while working. They also appreciate the ability to send pictures to better communicate their needs.
The Challenge
CIAK Auto, a leading regional spare parts distributor in Croatia, was facing challenges in providing efficient customer service due to communication limitations. Their customers, primarily auto mechanics, often required assistance in identifying specific replacement parts. The process of explaining over the phone was time-consuming and often led to long waiting times, which was inconvenient for their busy customers. Additionally, CIAK Auto wanted to facilitate the process of sending pictures to better assist their customers. The company was in search of a solution that could reduce calls and waiting times, improve response times, and enable picture sharing on their customers’ preferred channels.
The Solution
CIAK Auto embarked on a digital transformation journey with the implementation of the Conversations – a cloud contact center solution. This solution provided them with fast access to various communication channels including WhatsApp, Viber, Live Chat, Google’s Business Messages, and Apple Messages for Business. The company also introduced a Live Chat widget on their website and QR codes for WhatsApp and Viber on their contact page. They also implemented a chatbot over Apple Messages for Business, which could handle general queries and transfer to a human agent when necessary. Google’s Business Messages provided different options for customer engagement. CIAK Auto’s customer service agents handled all communication channels, and a rule was set up to automatically route all marketing enquiries to the marketing team. CIAK Auto also extended their promotional outreach with an email newsletter and Viber campaigns with SMS failover.
Operational Impact
Quantitative Benefit
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