busy call peaks under control

How Enreach (former Benemen) helped Car Dealership Hartikainen to succeed

 

"Some kinds of busy peaks are typical for the motor trade. In spring and autumn tyre changes mean a lot of work for the garage and the phones ring off the hook. Throughout the year, Monday mornings are also peak times for phone calls."

Mika Rissanen, Secondary Market Director / Car dealership Hartikainen

Building better customer experiences

Benemen’s mobile phone subscriptions, callback service and reports which cover all the company’s customer contacts solved the problems Car dealership Hartikainen had with staff availability, thus improving its customer experience.

Car dealership Hartikainen started selling cars in Joensuu, Finland in 1984. Nowadays, the company owns four car dealerships in Joensuu, Kuopio, Iisalmi and Kajaani. Hartikainen is a reseller of 10 makes and offers complete service for 15 makes of car. Furthermore, it offers motorists damage repairs, a car wash and a tyre hotel. The company’s dealerships in the provinces of North Karelia, North Savo and Kainuu are leaders in their field.

Sights on a better customer experience and availability

When conversations with Benemen began, Car dealership Hartikainen needed to improve both its customer experience and its availability. Getting a full picture of customer contact was found hard because there were separate systems and no integrated information was available. Before the Benemen cloud service, the company used a mobile exchange and a separate callback system. Because these two systems were not connected to each other, it was impossible to get reporting about how efficient business was.

Getting a grip on busy peaks

“Some kinds of busy peaks are typical for the motor trade. In spring and autumn tyre changes mean a lot of work for the garage and the phones ring off the hook. Throughout the year, Monday mornings are also peak times for phone calls,” Car dealership Hartikainen Secondary Market Director Mika Rissanen says.

However, for the company it is important that customers are not left unserved simply because the phone lines are busy. That is why the callback service was considered a good solution. The Benemen service solution includes mobile phone contracts for the hundred or so Car dealership Hartikainen employees, and a callback service.

“In the garage, particularly, we’re very satisfied with how well the callback service works, and we’ve had good feedback from customers,” Repairs Manager Taisto Leinonen says. “Another thing that’s made the service function so well is the fact that roles have been partially reorganized, meaning we could allocate more staff to the phone service."

Result: the desired development

Staff availability has improved thanks to the Benemen mobile phone contracts and employees also see when their colleagues’ phone lines are free or engaged. Another strength of the Benemen cloud service is reporting, which covers the company’s entire customer communication, and which can be used to develop and manage services. It can be used to see such things as how quickly staff have been able to respond to service requests.

“It feels really great to see that we’ve been able to help Car dealership Hartikainen achieve the customer service goals we talked about at the sales stage. A concrete result has been achieved through the callback service getting call spikes under control, and extensive reporting has given better opportunities for developing and growing Car dealership Hartikainen’s business,” Janne Ruskovaara, Sales Manager at Benemen, says.

The company has been using Benemen’s services since 2016. The dialogue between Car dealership Hartikainen and Benemen is continuing, and next they are going to focus on the benefits smart call routing could deliver.

Benemen assisting in business development

Customer Service Agent and screenPehkonen also notes that before the decision to acquire the BeneCloud service was made, the management of the company had reservations about intelligent routing and doubted its suitability for the organization. After thorough discussions and asking tough questions the green light was given to the project.

Benemen has been actively involved in the whole process and has played a strong role as a sparring partner. The base and starting point in the process for both parties was business development, and open debates have been had about what is worth doing and what is not.

Pehkonen praises Benemen's ability to keep the customer's point of view top of mind at all times.
When issues were properly fleshed out, and processes were explored and analyzed, the entire organization was able to be harnessed to improve customer experience.

The whole LähiTapiola organization experienced the change and as a result the ultimate starting point for the whole business is the customer life cycle and the different service needs associated at various phases. The implementation of the new service model is enabled by Benemen’s agile solution.

There has been good improvement in the management of customer contacts, but Pehkonen thinks there is still lots of potential to develop the activities - the outlook is good.

As an aside, it should be noted that those who were skeptical at first about the functionality of the new solution are now among the first to plan for wider use of Benemen's services.

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