Online Car Seller Calls On Noetica’s Synthesys Technology And Warranty Holdings’ Experience To Be The Backbone Of Its Call Centre
Noetica, provider of easy to use call centre and CRM solutions, has announced that online advertising provider CarChase (www.carchase.co.uk) in partnership with insurance services specialist, Warranty Holdings, has purchased Noetica’s Synthesys call centre technology to manage the expected 5,000 calls a week to its new call centre.
CarChase is re-engineering how cars are sold privately with its unique car sales process. Potential car sellers can purchase a pack containing a car sellers guide and a disposable camera. They are then directed to take pictures of their car, send in the film, and ring the call centre to place the text for the advert; this is where the Synthesys solution kicks in.
A key feature of the unique CarChase service is offering an appropriate warranty to add value to the vehicle being sold. Synthesys facilitates the selection of the correct warranty from the thousands available. Warranty Holdings have exploited Synthesys’ open standards to create a link to the HPI Equifax vehicle validation database, which it retrieves information from during the callflow (script) to establish the history of the car and therefore the most appropriate warranty to offer the car seller.
Darren Vogel, Commercial Director, CarChase comments, “With Synthesys’ functionality we have been able to astound customers by just how quickly we take the call and how much information on their car we can obtain. The link that Warranty Holdings created to HPI Equifax means that often we will know more about their car than they do!”
“By the time we take the caller’s car number plate and post code, we know whether to proceed,” explains Mark Coles, director of Direct Marketing, Warranty Holdings. “We can validate the vehicle that is being sold; quickly checking whether it has been stolen, resprayed or been in an accident, effectively taking the sting out of buying a car.”
There are thousands of warranties available so finding the most appropriate would not be an easy task; Synthesys ensures the agent is prompted to offer the most appropriate warranty to secure the sale. A key benefit is that all agents can be experts with minimal training because Synthesys holds all the product knowledge for them, and prompts them with what to offer and how to offer it.
The final sales stage is completed when the information gathered by Synthesys is integrated with the CarChase website. The Synthesys callflow information, HPI Equifax validation information about the vehicle, along with the customers text, is uploaded onto the website together with the photos sent in by the customer to complete the advertisement on-line.
Synthesys callflows are built using open standards, based on Microsoft ActiveX components. Synthesys works as a platform upon which additional functionality can be built if required. ActiveX components can be created and simply dropped into the callflow. They can be bought from a third party, developed by Noetica, or developed by an in-house IT team. These open standards allowed Warranty to rapidly create the essential HPI link to the validations bureau.
Using its own IT team to create bespoke development of new features was a cost effective solution for Warranty Holdings to help set up the CarChase call centre. Synthesys is easy to learn and use, so technical staff have been able to concentrate on value adding activities such as creating more specialised functionality, while the everyday tasks within the call centre, for example, writing, refining and amending callflows, monitoring activity and running reports, are managed by non-technical staff.
“CarChase saw how we were using Noetica’s Synthesys technology and asked if we could manage their calls too,” explained Mark. “Through using Synthesys, CarChase can exploit leading edge technology to offer its customers a high level of customer service, and a rapid and effective channel for selling their vehicles.”
“How Warranty Holdings and CarChase have exploited Synthesys’ open standards to bespoke develop extra features is fascinating,” comments Keith Symondson, Commercial Director of Noetica. “It illustrates how they have taken advantage of Synthesys’ open standards to create a tailor-made solution, and shows how the IT team’s valuable skills are being used at a much higher level, rather than working on day-to-day tasks such as writing and amending callflows.”
Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).
Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications.
For further information on Noetica, please visit http://www.noetica.com.
Synthesysä is a registered trademark of Noetica
Interviews, photography and further information are available from Martin Brindley or Natalie Johnson at MCC International.
Martin Brindley / Natalie Johnson
MCC International Ltd
Tel: 01962 888100
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