适用行业
- 电信
- 运输
适用功能
- 物流运输
- 销售与市场营销
用例
- 驾驶员表现监测
- 库存管理
服务
- 系统集成
关于客户
Lyft 是由 Zimride 为您提供的位于加利福尼亚州旧金山的按需拼车社区。使用 Lyft iPhone 和 Android 应用程序,乘客可以立即请求接载,友好且经过背景调查的司机将在几分钟内到达。 Lyft 员工从社区中精心挑选值得信赖的司机,将乘客迅速运送到目的地。 Lyft 标志性的蓬松粉色小胡子贴花出现在全市的汽车上,Lyft 正在改变旧金山的交通。 Adam Fishman 是 Lyft 的增长和运营总监,也是 Lyft 母公司 Zimride 的营销主管。
挑战
Lyft 是一家总部位于旧金山的点对点按需乘车共享服务公司,在促进高质量的司机入职和电话支持系统方面面临着挑战。该系统需要易于设置和扩展,以适应业务扩展和团队成长。 Lyft 的增长和运营总监 Adam Fishman 经历过管理分散的运营团队的困难,每个人都使用个人手机进行业务沟通。未接来电、无法即时路由呼叫以及无法了解谁可以接听电话等问题非常普遍。随着 Lyft 本地拼车模式的发展,团队需要改进司机筛选和入职流程。有效的销售线索流程管理被认为是一项关键要求,并且需要一个可扩展的电话系统来促进这一点。
解决方案
Lyft 创建了一个新的运营团队,该团队使用 RingCentral,这是一种基于云的电话系统,可以将专用办公桌号码轻松转发到手机以实现无缝路由。使用 RingCentral 的想法来自一位司机候选人在面试期间的想法。经过快速的在线搜索后,Fishman 对 RingCentral 的功能留下了深刻的印象,例如无需 IT 参与设置、能够使用企业号码从任何地方拨打和接听电话以及从任何 PC 进行完整的呼叫管理。 Lyft 最初进行了一项试点,仅使用几部电话和号码来管理司机筛选和调度。测试取得了巨大成功,RingCentral 被整合到 Lyft 的运营中,超过 80% 的呼叫人员现在使用电话服务进行日常运营。
运营影响
数量效益
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