Client
Company: Astana Motors – a leading player in Central Asia’s automotive market, actively expanding its dealer network and offering a full range of services, including car sales and maintenance.
Task
The company approached us to optimize the customer processing workflow on their online car sales platform. The main objective was to automate the process of identifying potential customers to offer attractive car buy-back deals, trade-ins, or other partnership opportunities.
Pre-Automation Challenges
Before implementing RPA, employees manually handled each customer inquiry. This included:
- Searching for customers on the platform.
- Manually creating customer profiles in the CRM system.
- Contacting customers to offer various partnership options.
This labor-intensive process limited the number of customers that could be handled daily, hindering the company’s growth.
RPA Solution
We implemented an RPA solution that fully automated the routine tasks:
- Automated Customer Search: The robot monitored the platform daily, using predefined parameters and filters to identify new car sale listings.
- Database Creation: The robot compiled a table with customer contact information and automatically imported these details into the CRM system.
- Employee Notifications: Employees received a ready-made customer database, allowing them to focus on client interaction rather than data search.
Results
After implementing RPA, Astana Motors achieved the following outcomes:
- 30% Increase in Profits: The increased speed and volume of customer processing significantly boosted the company’s profits.
- Reduced Cost of Operations: The time spent on searching and processing each customer was drastically reduced, enabling employees to focus on more productive tasks.
- Enhanced Employee Efficiency: Employees had more time to engage with customers, improving service quality and expanding the customer base.
Benefits
- Scalability: With RPA, the company could scale its customer processing operations without needing to increase staff.
- Cost Reduction: Automating routine tasks reduced labor costs and allowed for more efficient resource allocation.
- Improved Customer Experience: Faster processing and a personalized approach enhanced the customer experience and strengthened the company’s market position.
The RPA implementation was a crucial step in Astana Motors’ strategy to expand its dealer network, allowing the company to enhance its competitive edge and ensure sustainable business growth.