IMPLEMENTATION
Delimobil
IMPLEMENTATION FOR a car sharing company
12000 cars on the road and support, which is always on top
Building a centralized omnichannel platform for on-line client support
Task
Some interesting facts: more than 10 car-sharing companies have closed in Moscow for the last 2 years. Moreover, almost each of them within approximately one year after a widely advertised launch. What can be the reason for such turnover in the sphere that has been considered a free-competition area in our country?

Clients have named the main reasons besides incorrect price setting to be incorrect application work, low quality of support, indifferent attitude of the company towards its clients, and even leaving without help in an emergency what is absolutely unacceptable for any service company.

As they say, it's easy to ruin a reputation but it's almost impossible to restore it.

Still there is a company in our market that has made the reputation of client service the core of its business. Having started with only 100 cars in 2005, company Delimobil is already putting on the road more than 12000 cars in 12 Russian cities now. The company managed to share Russian market leadership and enter top 4 biggest car sharing companies in Europe.

The company has secured regional and country expansion in its strategy as a method of unlimited business growth in the global market.

Still despite Delimobil's cars driving on the roads already in 12 Russian cities alone, the company manages to keep to the main car sharing principle: doing work fast, being with the client at all times and solving their problems once they appear.

Surely, the main reason of perfect work is always competent people, right employees for their jobs. But without a tool at hands that is an up-to-date system of client multi-channel support it is impossible to reach such high quality service and client satisfaction.
Solution
Business high requirements for the quality of client support processes have imposed the decision in favor of scalable platform Zendesk Enterprise which includes Helpdesk – Support system, intelligent knowledge base Guide and additional system of expanded access to request handling Collaboration Add-On.

The SDK and API within the complex allowed the developers to integrate deeply Zendesk Support into social media interfaces and universal knowledge base Zendesk Guide.

The complete launch of Guide knowledge base allowed to relieve the agents of standard routine questions and create an effective system of self-assistance for the client.

During the project a unique integration of Zendesk Support capabilities into social media platforms Telegram, VKontakte, Instagram and Facebook was carried out. The social media are defined by the customer as the main client interface after contact center.

Using Zendesk Insight solution (BI analytics tool) managers and supervisors of the company managed to introduce the system of control and assessment of support work, timely receive analytical reports, which allow to make decisions on business processes adaptation to the requirements of the growing business in good time.
Result

Deep integration of Zendesk Support plus Collaboration Add-On into social media (Telegram, VKontakte, Instagram, Facebook)

125 agent positions were set up to handle more than 5000 requests a day

Average client's problem handling time is 21min (up to 2hrs earlier)

CSAT stable> 78% (performance better by 25% from initial level)
Get a quote for project implementation
Please submit a form. We will come come back with a quote.
Company name and website
Your name
E-mail
Country
 
Project details
Zendesk Implementation and configuration
Number of agents in the Zendesk subscription
0
300
What languages do you plan to support?
How many distinct brands do you support
In case you support team supports multiple brands.
1
50
Support specialist training
Specify the number of agents to receive custom agent training. You can get customized training from us or have free online training from training.zendesk.com
0
200
Administrator training
Specify number of people in the group if you need custom admin training. You can get customised training here or have a free online training from training.zendesk.com
0
5
 
Zendesk channels
What support channels you want to implement?
 
Additional requirements
 
Upload additional files
Brandbook / Technical Requirements / Graphic Assets
 
Cookies managing
We use cookies to provide the best site experience.
Accept All
Cookie Settings
Cookies managing
Cookie Settings
Cookies necessary for the correct operation of the site are always enabled.
Other cookies are configurable.
Essential cookies
Always On. These cookies are essential so that you can use the website and use its functions. They cannot be turned off. They're set in response to requests made by you, such as setting your privacy preferences, logging in or filling in forms.
Analytics cookies
Disabled
These cookies collect information to help us understand how our Websites are being used or how effective our marketing campaigns are, or to help us customise our Websites for you. See a list of the analytics cookies we use here.
Advertising cookies
Disabled
These cookies provide advertising companies with information about your online activity to help them deliver more relevant online advertising to you or to limit how many times you see an ad. This information may be shared with other advertising companies. See a list of the advertising cookies we use here.