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Xpert Managed Services a Success

Xpert Supplemental Services

The Situation

The world’s largest rental car service provider was operating with an outdated and partially unsupported portal to serve tens of millions of customers. The customer makes complete customer satisfaction its highest priority—conducting rigorous satisfaction surveys, its brands winning numerous awards for providing the best service in the industry. With annual revenues of $16.4 billion, more than 78,000 employees, and 1.4 million vehicles, the customer needed to ensure that any change to its customer experience (CX) would result in only brand-building and positive interactions.

The Solution

When the customer made the decision to upgrade its portal, its CX team engaged Helix to provide proven solutions for a seamless transition for its agents and customers. The customer needed to have a unified portal that worked well for two of its three distinct brands. Helix was able to draw on experience from numerous projects that required engagement of Oracle Service Cloud across multi-branded organizations—they knew the challenges and the nuances needed to make all of the features work for agents, customers and management.

Helix sent Xperts onsite with the company to work with its team and provided solutions including:
•     A custom method to import and update locations in its database
•     A custom widget for the “Find a Location” feature on its end-user pages
•     The extension of its CX to support chat interactions
•     Custom training to enable in-house expertise for future upgrades.

Because Helix Xperts have a deep understanding of CX and business processes in addition to the Oracle Service Cloud platform, they were able to provide proactive advice for customer-facing improvements and process changes that helped streamline its delivery.

The Result

The customer was able to seamlessly upgrade its CX agent and customer-facing portals across all of its brands and get its team up to speed quickly. This smooth upgrade, and continued on-site help and guidance from Helix, will help ensure it sustains its reputation for service excellence.

 

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