Case Study

Colmobil Corp is Israel’s largest motor-vehicle importer and distributor. Colmobil is the sole distributor of Mitsubishi Motors in the Israeli market. It also represents Mercedes Benz, Smart and Hyundai Motors.

OVERVIEW

INDUSTRY

Automotive

GOALS

Seamless integration between SAP (CRM) and
Cisco (CTI) where agents are able to use a single
user interface to manage all calls

SOLUTION

AMC Technology’s Contact Canvas was used to
provide accurate customer data automatically
delivered to the agents CRM when answering calls.

BENEFITS

Colmobil saw increases in overall call center
utilization, accuracy in the incoming call handling,
and an increase in caller data updates by
implementing Contact Canvas.

THE CHALLENGE

Colombil Corporation was looking for a seamless
integration between their SAP CRM and CISCO UCCX CTI
where the call center agents were able to use a single user
interface (UI) to manage all incoming and outgoing calls.
The process they were previously using was cumbersome
and proven to increase the rate of mistakes. Gil Katz, CIO of
Colombil Corperation explains, “The agent had to jump back
and forth from the CRM UI to the UCCX client (CAD) accept
an incoming call in the CAD and then either copy data to the
CRM, or search for the caller in the CRM database, either by
number or by name.”
When seeking information about CRM and CTI connectors,
Colombil was initally interested in using a local vendor on
premise for technical help and support. However, the vendor
only specialized in CTI integration, but was willing to
develop a specific product for Colombil. After speaking with
AMC Technology, they preferred to use Contact Canvas™
because it was an experienced brand with proven positive
results in CRM and CTI integration, despite the fact that help
would be via telephone and email.

“Implementing AMC CTI integration laid solid foundations for a leap in Colmobil’s Customer Interaction Centers behavior and performance.” – Gil Katz, CIO Colmobil Corporation

SOLUTION

AMC Technology Contact Canvas™ provided the ability for
the correct CRM customer data to be automatically
delivered to the Colombil Corporation helpdesk agents when
they answered a call. Access to caller data while handling
the call provided additional efficiencies to call handling that
resulted in saving seconds per call. Reducing the time spent
on a calls results in an increase in productivity, customer
service and customer experience.
Integration between the CRM and CTI systems provided
agents with call control, agent session management and
screen pop technology based on the incoming callers’
phone number. CTI integration provided the agents with call
transfers, call conferencing and the click to dial ability inside
the CRM. Because these abilities were now available to the
agents, they were able to maintain their focus within the
Salesforce CRM application for all of the customer service
activities.

BENEFITS

AMC Technology’s Contact Canvas™ for open CTI
integration provided Colmobil‘s employees the ability to
automatically generate cases from incoming calls,
improving agents’ productivity and eliminating the need to
manually enter or look up information. Agents now have the
ability to keep their focus on resolving callers’ questions
instead of data entry, which saves the call center valuable
minutes and gives the caller a better customer service
experience.

 

“Increased CC agent utilization, Increased accuracy both in incoming call handling process and caller data updating. Those two effects increased caller satisfaction and reduced CC agents stress and attrition..” – Gil Katz, CIO Colmobil Corporation

ABOUT AMC TECHNOLOGY

AMC Technology is a global leader in contact center and
CRM integration with over 20 years of experience located
right outside of Richmond, Virginia. AMC powers contact
centers and customer interactions for companies around
the globe through certified products and unparalleled
expertise. AMC’s Contact Canvas™ product suite allows
customers to integrate CRM and communication platforms,
including CTI, across the enterprise, for call center agents,
knowledge workers, and mobile staff. Our products are
certified by our partners and allow businesses to more
effectively manage all types of customer relations while
delivering superior levels of customer service and improving
productivity.

ADDITIONAL INFORMATION

For more information on AMC Technology Solutions for SAP.

Check out these following links:

SAP SOLUTIONS FOR SAP CRM
SAP SOLUTIONS FOR SAP Cloud for Customer (C4C)

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