SUCCESS STORIES


Interacting with customers anywhere, anytime
(Updated: 09/2020)

Industry

Industry

Emergency roadside assistance and insurance for motorcycles

Using Gcalls since

Using Gcalls since

12/2018

Location

Location

Ho Chi Minh

Solution

Solution

Gcalls Plus Webphone

“Over the past 2 years, many other companies have introduced us their call center service, but we still continue to use Gcalls because Gcalls fully meets our needs for a 24/7 call center. Besides, I really appreciate Gcalls’ customer support service. Almost 24/24, whenever the ZuttoRide team needs, Gcalls is present.”
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Ms. Truc Phuong
Customer Service Manager

About ZUTTORIDE


Industry

ZuttoRide was established in 1996 in Japan. Up to now, ZuttoRide has over 8 years of experience in providing rescue services for motorcycles in Vietnam and over 20 years of experience in Japan. In addition, ZuttoRide is also present in Indonesia. ZuttoRide confidently affirms its ability to provide professional services according to Japan’s standards.

Goals

ZuttoRide Vietnam wishes to maintain its position as the first and most professional company in Vietnam able to meet the rescue needs of motorbike and motorcycle drivers.

Achievements

Up to now, ZuttoRide Vietnam has covered 63 provinces and cities nationwide, with a team of over 300 rescuers and over 100 rescue trucks distributed evenly across the country. There are over 1,000,000 customers from all provinces and cities across the country, which is the driving force for the staff to continuously improve our service quality for motorbike and motorcycle drivers in Vietnam.

BUSINESS CHALENGES 

How to quickly connect customers with the rescue team


Previously, ZuttoRide used a hardware switchboard. One of its disadvantages is that it is set up in a fixed location. If we move office, it’s time-consuming due to disassembly of equipment. When there are problems such as power outages, line damage, the switchboard will completely stop working for hours or days without a backup plan. For a company that provides 24/7 motorcycle rescue services nationwide, this is a major obstacle to the quality of customer care and the company’s business performance. Therefore, ZuttoRide really needed a call center solution that is:

  • Compact, mobile, and stable that allows us to connect with customers anytime, anywhere.
  • Have a backup plan when a problem arises and handle it in the shortest time.
  • Able to meet the diverse needs of the company

After almost a year of searching and considering many call center solutions, ZuttoRide decided to use Gcalls because we found Gcalls’ solution clearly able to meet our needs. Another important factor that influenced ZuttoRide’s decision was the Gcalls team customer support service. With Gcalls, ZuttoRide feels really cared for.

“With the Gcalls app’s high mobility, the ZuttoRide Customer Care team can work from home easily. As long as the computer is on and connected with the internet, our employees can make and answer calls in any location. Since switching to Gcalls, the staff productivity has doubled compared to before. Our members can call customers and partners with one convenient click and can take notes and search information directly on the computer browser.”
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Ms. Truc Phuong
Customer Service Manager

THE SOLUTION

Connecting with customers anywhere, anytime


During the unpredictable Covid 19 pandemic, Gcalls has served as a lifesaver to help the company operate normally without being affected. With the Gcalls app’s high mobility, the ZuttoRide Customer Care team can work from home easily. As long as the computer is on and connected with the internet, our employees can make and answer calls in any location. In addition, the Gcalls application is very suitable for use in the night shift. Our staff can be notified directly through headphones instead of a landline phone with the deafening ringing sound.

With the characteristics of 24/7 operation, ZuttoRide’s call center requires smooth operation and timely support, even late at night and Gcalls has always been completely meeting this. ZuttoRide understands that there is no 100% perfect solution, there will be times when system problems occur. The most important thing is how long it will be resolved and if there is any backup plan. ZuttoRide is very reassured when an issue occurs because Gcalls always provides timely support and quickly solves the problem or at least proposes temporary measures to prevent the switchboard from stop working.

Since switching to Gcalls, the staff productivity has doubled compared to before. Our members can call customers and partners with one convenient click and can take notes and search information directly on the computer browser. The managers can also easily control staff performance based on the call statistics as well as real-time recordings.

“Convenience and Timeliness are the two words Tri wants to say about Gcalls. Thank you to the Gcalls team for creating a solution that helps companies to actively work from home during the Covid outbreak.”
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Mr. Đan Trí
Customer Service Executive

KILLING FEATURES


Smart contacts and interaction history

All interactions between the team and the customer are saved, accessible for review at any time. When customers call, the name and other information displayed, allowing employees to confidently talk to customers.

Call recording

You can listen to the call recordings again at any time to check the important information as well as evaluate the quality of customer care service of the team.

Statistics and history export

Help managers easily capture call data, evaluate employees and work quality more effectively.