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Case Study: CARNECT

  • CARNECT is a leading international B2B rental car platform
  • CARNECT manages over 60 internal and more than 20 external service agents
  • Connects international tourism enterprises to more than 500 car rental providers

INITIAL SITUATION & CHALLENGES

  • Various and scattered knowledge sources including Word files, PDFs, and emails
  • Customer service was heavily dependant on internal organization
  • Various operations- and receiver manuals for all departments were hard to keep up to date
  • New agents experienced a lack of basic knowledge
  • High turnover of staff at call center service provider
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OBJECTIVES

  • Central management of knowledge and operational processes
  • Integration of SABIO knowledge into email response tool (Sematell)
  • More transparency of knowledge transfer with reliable reporting

PROJECT SUCCESSES

  • Improved product knowledge among agents
  • Simple and central administration of operational processes in SABIO
  • Enhanced quality of agents' responses in calls and emails
  • Higher service consistency and better first resolution rate
  • Reduction of average handling time (AHT) for calls and email
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"SABIO is the perfect platform for us to impart knowledge and teach operational processes to our staff. In combination with our email program Reply-One, SABIO also helps us process emails."

Gabriele Bergunde, Head of Customer Service & Websupport at CARNECT

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