Context
- Innovative automobile repair shop chain based in Colombia
- High capacity load of call center
- High value of personal communication for clients
Problem
- High costs due to call center
- Clients tend to not show up for appointment
Solution
- Email automation triggered before appointment as reminder
- Email automation triggered once client does not show up to appointment in order to offer further options
- Highly personalized content
Impact
- Reduced costs because of shift from call center to email
- In-time communication because of automation
- Call center can focus on issues with higher escalation levels
Lessons learned
- Personalized communication can be done digital as well
- Automations reduce costs and increase efficiency
