Case Study January 19, 2018 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) Click here to download the pdf version
