Interacting with customers anywhere, anytime
(Updated: 09/2020)
Industry
Emergency roadside assistance and insurance for motorcycles
Using Gcalls since
12/2018
Location
Ho Chi Minh
Solution
Gcalls Plus Webphone
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.
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.
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.
