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Case Studies : Nurturing Customer Relationship in the Ride-hailing Field with Combined Services

#contactcenterworld, @bhoasao, @gojekindonesia

The situation

Our client is an on-demand multi-service platform and digital payment technology group, especially with transportation solutions such as four-wheel and two-wheel ride-hailing, food delivery, shipping, and many other services. GoJek pays great attention to customer care service and the drivers. They set high requirements for service quality as well as customized solutions.

The solution

Based on GoJek's request, Bellsystem24-Hoa Sao has implemented an effective all-in-one contact center solution with 24/7/365 operations in:

  • Inbound Call Service
  • Outbound Call Service
  • Social Media Service through Contact Center operating 24/7/365.

Bellsystem24-Hoa Sao and GoJek spent time for thorough discussion in order to obtain the most sustainable and suitable operation model.

Initially, BHS started with 15 Agents working through the Contact Center system located at G’s headquarter to serve drivers’ needs. After a short while, we extended and supplemented the Support Center and Inventory, with 20 more Agents. Based on the partner’s demand, BHS continuously scaled to over 100 agents to facilitate the Food Delivery channel.

  • Inbound Call Service solution: 71 employees (Agents): Receive all calls, emails, in-apps of partner drivers, support in answering questions and handling complaints within the allowed scope, record and forward them to relevant units.
  • Outbound Call Service solution: 20 employees (Agents): divided into 3 teams:

- The CCU team specializes in supporting inquiries and complaints from customers.

- MCU team specializes in supporting information from food merchant partners.

- DCU team specializes in supporting inquiries and complaints from driver-partners.

  • Social Media Service: 7 employees (Agent): Support in answering inquiries and complaints from users through Facebook.
  • Emergency support: 5 employees (4 Agents and 1 Quality Assurance): Specializing in handling serious situations that may occur such as fighting, theft, fraud,...

To guarantee smooth, efficient, and secured operation, BHS has integrated powerful contact center technology with the following functions:

  • Auto dialing: Increase call performance without manual dialing
  • Customer, driver, restaurant information popups
  • Smart IVR: An automated interactive system that guides callers to choose from pre-programmed lists.
  • Real-time monitoring and real-time report function
  • Omni-channel communication via Phone, Email, Social Media.
  • Efficient customer relationship management

The results

After cooperation with Bellsystem24-Hoa Sao, GoJek VN ranked first with unrivaled customer service quality in South East Asia. Besides, there are other remarkable achievements with impressive growth figures:

  • Call SLA (Call Center Service Level): 99,01%
  • Email SLA (Email Service Level Agreement): 99,62%
  • In-App SLA (In-App Service Level Agreement): 99,85%
  • CSAT (Customer Satisfaction Score): 96,69%
  • QA (Quality Assurance): 96,12%

Lessons:

The successful partnership between Bellsystem24-Hoa Sao and GoJek results from a thorough understanding and suitable adjustment/high adaptability to carry out the fittest solution. More than that, each team focused on their main core task, which truly give a boost to the whole performance. Though the recruitment and training became more difficult when the team scaled up, Bell-HoaSao nailed it.

In a competitive area such as the ride-hailing field, raising customer experiences through omnichannel communication is a must. GoJek did soon recognize that and found out the adaptive solution at the right time.

#contactcenterworld, @bhoasao, @gojekindonesia #casestudy


About Bellsystem24-HoaSao:
Company LogoWe are one of the first businesses in Vietnam to provide BPO (Business Process Outsourcing) solutions and professional contact center services.
Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Go-Jek Indonesia:
Company LogoEstablished in 2010 as a motorcycle ride-hailing phone service, GO-JEK has evolved into an on-demand mobile platform and app, providing a wide range of services that includes transportation, logistics, mobile payments, food delivery, and many other on-demand services.” GO-JEK is a technology company with a social mission to improve the welfare and livelihoods of workers in various informal sectors in Indonesia. GO-JEK champions 3 essential values: speed, innovation, and social impact. GO-JEK drivers say that since joining us as partners, they have seen their income increase and reached more customers through our app. They also have access to health and accident cover, financial services and insurance, as well as affordable automatic payments and many other benefits. GO-JEK now operates in 50 cities across Indonesia
Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Getting The Ergonomic Programme Right

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Published: Wednesday, December 29, 2021

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2024 Buyers Guide SaaS Solutions

 
1.) 
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Agent Traffic Visualization
Gather network traffic from multiple agent's desktops, both on-site and remote, and produce an analytics from the network layer. This can quickly identify and resolve any connectivity issues encounter by agents.

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latency, packet loss and more....
 

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