Overview
Bennetts Motorcycling Services prioritises exceptional customer service for its vast community of riders. With a focus on continuous improvement, Bennetts sought to enhance their existing multi-channel customer experience by leveraging a robust cloud-based contact centre platform.
Challenge
Bennetts recognised the need to modernise its contact centre operations. To achieve this, they needed a solution that could seamlessly integrate their existing omnichannel capabilities, which encompassed phone, web chat, and other digital channels.
A key challenge was streamlining the Interactive Voice Response (IVR) system to make it more efficient and user-friendly. The existing IVR system needed to be enhanced to reduce call handling times, improve customer satisfaction, and ensure regulatory compliance. Additionally, Bennetts sought to expand its web chat functionality to provide customers with a more convenient and accessible way to interact with their support team.
Furthermore, Bennetts aimed to optimise their call queue management system to minimise wait times and provide a more positive customer experience.
Solution
Bennetts partnered with Zing to migrate their contact centre operations to Twilio Flex, a cloud-based solution. This move enabled Bennetts to seamlessly integrate its existing phone lines and web chat capabilities, creating a unified omnichannel experience for customers.
By implementing a secure verification process using one-time passcodes sent via SMS, Zing addressed regulatory requirements and enhanced the security of the Interactive Voice Response (IVR) system. Additionally, the intelligent chatbot Gordon – named after the business’ founder – was introduced through Twilio Conversations. Gordon expanded Bennetts’ web chat functionality, providing customers with 24/7 support and assistance.
The implementation of advanced call queue management features, such as real-time wait time updates and callback options, significantly improved customer satisfaction and reduced wait times during peak periods.
Result
The successful transition to Twilio Flex, facilitated by Zing's expertise, brought numerous benefits to Bennetts Motorcycling Services.
By streamlining the Interactive Voice Response (IVR) process, caller identification and routing were expedited, leading to significantly reduced call times. Additionally, the enhanced web chat functionality and the provision of real-time call queue information significantly improved customer satisfaction.
“We’ve seen more and more customers wanting to use webchat. Expanding our omnichannel offering by enabling the chat functionality via WhatsApp has been well received by our customers.” Sylvie Bernadac Senior Business Analyst
The secure IVR verification process ensured compliance with regulatory requirements, safeguarding sensitive customer information. Furthermore, migrating to Flex 2.0 positioned Bennetts for future advancements and continuous platform updates.
Bennetts' successful implementation of Twilio Flex underscores its commitment to delivering exceptional customer experiences.
“At peak times it’s particularly important callers can understand where they are in the queue. Knowing they can confidently hold their place, without waiting on the line, improves overall customer experience. Zing were collaborative and responsive throughout the development process. Daily stand ups meant any questions or technical challenges were quickly addressed and fixed. We are looking forward to getting more value from Twilio Flex.” Sylvie Bernadac Senior Business Analyst
By embracing innovative technology and strategic partnerships, Bennetts is poised to adapt and thrive in the dynamic landscape of customer service.
