Business Systems has announced that all-inclusive electric car subscription service Onto is set to implement Cloud Contact Centre Platform, CXone, to support its customer experience growth plans.
Onto will deploy skills-based routing capabilities and a smart knowledge management system to meet consumers at their point of need while making the right self-service answers easy to find.
An Omnichannel agent interface managing voice, chat, email and social interactions will help customers move seamlessly between channels, improving their experience across multiple touchpoints.
Onto, which is committed to making electric car ownership easy and hassle-free, has seen huge growth since its launch in 2017, with the business doubling in size every six months to become the largest electric car fleet in the UK.
There are currently over 6,000 active subscribers and delivering a seamless customer experience is essential as the business grows to meet the demand for green transport.
To provide a proactive user experience for flexible driving solutions and user journeys, an analytics-driven Voice of the Customer (VOC) program with a single reporting and dashboard suite across all channels will derive critical business insight.
An integrated Quality Management system enabling scorecards and quality will improve agent training, learning and development.
Adam Kantor, CEO of Business Systems said: “Our aim is to support Onto to create a more sustainable future for its customers while enhancing their CX vision of anticipating customer needs and empowering customers through effortless interactions.
Providing an effective customer experience and resonating with your audience is truly at the heart of a successful venture, and we are honored to have been given the opportunity to help Onto fulfill this vision.”
Adam Koffler, Chief of Customer Experience of Onto said “Our vision is to empower customers to resolve issues before they become problems through effortless experiences, but we needed the solution to facilitate this.
By working with Business Systems, we’re going to be able to bring this vision to life for our customers and agents, further defining our footprint as the leading provider in our industry.”