Case Study: Syntellect Oils Valvolines Customer Contact

Valvoline Instant Oil Change (VIOC) is the second-largest quick-lube chain in the United States, committed to delivering the services necessary for the safety and performance of vehicles.

Challenge:

VIOC decided to change the way it interacts with its customers after experiencing low satisfaction ratings. The company wanted to accurately track the number of incidents and customer requests so no issues or communications were missed in the queue. “We were losing the trust and rapport that we had established with our customers because their requests were not being tracked and fell through the gaps in our system,” said Shawn B. Castle, manager of installed solutions support center for VIOC. “Also, we had very little insight on the status of each agent and how they were spending their overall time.”

VIOC’s contact center agents need to be the proponent of high-value customer interactions by providing quality service, prompt responses, and facilitating a seamless escalation of issues. Tracking the workload of each agent was essential to ensure the optimum number of resources would be available for customer calls. By finding a solution to monitor the contact center in real time, VIOC would ensure that agents were providing the best service possible.

Solution:

VIOC chose Syntellect Customer Interaction Management (CIM) for a consolidated view of customer communications across all channels. Syntellect CIM provides real-time contact center monitoring and enables VIOC to prioritize and manage any agent activity. All customer communications are monitored, including actual time spent on the interactions and any outstanding issues that are in the queue.

“VIOC wanted a corporate wide customer interaction solution that was flexible enough to meet the various demands and functionality requirements of departments within the company,” said Castle. “We chose Syntellect CIM since it provided the best real-time monitoring and the flexibility that satisfied all our needs.”

Using Syntellect CIM enables VIOC to identify gaps in its processes and procedures and fix them in an expeditious manner.

Results and Benefits:

Since VIOC implemented Syntellect CIM, the company has reduced the average response time of an email request from 24 hours to a few minutes and reduced the average wait time for callers from more than one minute to an average of 17 seconds.

“With Syntellect CIM, we were able to decrease the time it took to identify and react to problems using queue alarms, which instantly recognize any issues and notify the appropriate personnel,” said Castle. “VIOC’s contact center now has the highest internal and external customer approval rating.”

VIOC has seen dramatic improvements in customer satisfaction and uses the customer service as an advantage over it competitors. The company more efficiently utilizes its staff and resources based on real-time monitoring to save money on labor. VIOC also has reduced non-value-added work for its agents and has them take on other responsibilities to increase their internal value.

“We have been able to improve the efficiency of each agent by setting goals related to the Syntellect CIM metrics such as wrap up time and availability,” said Castle. “This has had a dramatic effect on our average speed to answer communications and our overall customer service strategy.”

VIOC has been able to set obtainable goals for the agents and management using data extracted from Syntellect CIM. Knowing what the goals are allows the staff to use creative and fun ways to drive customer satisfaction and productivity to achieve their objectives.