itb-au logo
Story image

How Mitsubishi Australia aim to build better customer relationships

01 Apr 2019

Mitsubishi Motors Australia (MMAL) has turned to QPC to streamline their customer services’ platform.

The choice to deploy QPC’s Genesys PureCloud contact centre platform within Mitsubishi’s national contact centre in Adelaide was largely based on the software’s omni-channel and reporting capabilities. 

MMAL wanted a solution that could integrate a number of different systems, providing actionable insights that would boost their ability to improve customer, dealer and staff experience. 

The PureCloud system is easy and intuitive, supporting Mitsubishi’s Customer Experience staff as they manage inbound and outbound telephony and IVR, as well as personalised customer support for multi-channel communication, including web and email routing.

MMAL customer experience manager Ben Hersey says, “This is an important step forward, which we believe will help us better support our customers. 

“Our previous customer support solutions were no longer capable of delivering on our strategy of providing a quick, easy and proactive service experience. The PureCloud platform has allowed us to retire our legacy telephony solution and adopt a single system to cater for Inbound, Outbound and Case Management.”

“We understand that our customers expect us to be able to handle their queries quickly and expertly. The PureCloud platform helps us to do this by spending less time tied-up on administration and more time focused on our customers.

“Our team leaders will also benefit from reliable analytics data, giving them increased awareness of call quality, agent status and average call handling times, enabling increased efficiency and performance.”

QPC is tasked with the project management, training, deployment and support for PureCloud among the company’s 35-member customer experience team, who handle more than 8000 inbound and outbound customer interactions each month.  

MMAL’s contact centre manages centralised customer service functions such as service bookings, recalls, issue resolutions, dealer enquiries and brochure requests.

Story image
Samsung unveils 5 new devices, including Galaxy Note20
Samsung has today announced a suite of new products to its consumer device lineup, adding to their roster two new phones, a tablet, a smartwatch and earbuds.More
Story image
Zebra launches new proximity solution designed for post COVID-19 workforce
“Zebra’s MotionWorks Proximity ensures that our customers can continue operations whilst protecting their employees health and safety in the workplace.”More
Link image
The positively disruptive potential of Open Banking
There are five Open Banking building blocks that can empower your business users with agility and self-service data access. Here's how to use them.More
Story image
Why answering the question of orchestration vs automation will improve your security effectiveness
Organisations are looking to improve their security operations effectiveness, efficiency, and staff satisfaction, with security, orchestration, automation and response (SOAR) fast becoming a trending approach. More
Story image
Macquarie Telecom and Juniper Networks join forces for an Aus wide network refresh
“Together, we are confident that we can improve time-to-market while increasing the end customer’s experience, all while providing Macquarie Telecom with an ultra-reliable and highly-agile network for years to come.”More
Story image
Veeam reports biggest second quarter in company history
"During Q2’20, Veeam continued to accelerate its business and growth trajectory with our broad ecosystem of partners, and we have maintained a customer-first ethos."More