Specialised customer care
KBC Autolease identified that a significant competitive advantage could be achieved from an increased focus on enhancing customer service. In addition, they were experiencing enormous growth levels which also led to the need for organisational change. In line with a new business strategy, KBC created a new customer support department. The implementation of a supporting customer based platform using a Salesforce.com solution, allowed KBC Autolease to maximise the impact of the newly created customer care department. As a result, KBC Autolease has achieved a significantly improved position within a complex car leasing market despite tough competition.
A Deloitte team and a Salesforce.com team worked together with KBC to advise on and implement a reliable and easy-to-use CRM solution. This would result in achieving transparency of information for every employee and the required workflow functionality at all levels of the organisation. It would also enable KBC to analyse complex processes and translate them into a workable CRM solution, which ultimately, would provide integrated and efficient processes to link all departments.
The solution was implemented and integrated with an inflexible ICT leasing platform , within a remarkably short time period. Required change management principles to support the new business strategy were realised with limited resources to implement the project. As the new CCD would impact the entire organisation, it was extremely important to KBC for this project to be achieved within the proposed timescale and to have support from its people. It was also important for both our Deloitte and Salesforce.com teams to impart our depth of CRM knowledge and experience, to empower KBC employees with key customer care skills which are critical for the success of the CCD.
For further information, download our case study Specialised customer care. (PDF, 106KB)
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