Infobip Case Studies CIAK Auto: Enhancing Customer Experience through Digital Transformation

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	CIAK Auto: Enhancing Customer Experience through Digital Transformation Infobip

CIAK Auto: Enhancing Customer Experience through Digital Transformation

Infobip

Technology Category	Networks & Connectivity - 5G
Applicable Industries	Automotive Telecommunications
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Traffic Monitoring
Services	Cloud Planning, Design & Implementation Services
Challenge	CIAK Auto, a leading regional spare parts distributor in Croatia, was facing challenges in providing efficient customer service due to communication limitations. Their customers, primarily auto mechanics, often required assistance in identifying specific replacement parts. The process of explaining over the phone was time-consuming and often led to long waiting times, which was inconvenient for their busy customers. Additionally, CIAK Auto wanted to facilitate the process of sending pictures to better assist their customers. The company was in search of a solution that could reduce calls and waiting times, improve response times, and enable picture sharing on their customers’ preferred channels. Read More
About Customer	CIAK Auto, established in 2014, is one of the leading regional spare parts distributors in Croatia. With over 50 points of sale, it is one of the largest auto parts companies in the country. Their primary customers are auto mechanics who often require assistance in identifying and sourcing specific replacement parts. These customers value efficient and timely service, as they often cannot afford to wait on the phone while working. They also appreciate the ability to send pictures to better communicate their needs. Read More
Solution	CIAK Auto embarked on a digital transformation journey with the implementation of the Conversations – a cloud contact center solution. This solution provided them with fast access to various communication channels including WhatsApp, Viber, Live Chat, Google’s Business Messages, and Apple Messages for Business. The company also introduced a Live Chat widget on their website and QR codes for WhatsApp and Viber on their contact page. They also implemented a chatbot over Apple Messages for Business, which could handle general queries and transfer to a human agent when necessary. Google’s Business Messages provided different options for customer engagement. CIAK Auto’s customer service agents handled all communication channels, and a rule was set up to automatically route all marketing enquiries to the marketing team. CIAK Auto also extended their promotional outreach with an email newsletter and Viber campaigns with SMS failover. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Applicable Industries

Automotive

Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Traffic Monitoring

Services

Cloud Planning, Design & Implementation Services

Challenge

CIAK Auto, a leading regional spare parts distributor in Croatia, was facing challenges in providing efficient customer service due to communication limitations. Their customers, primarily auto mechanics, often required assistance in identifying specific replacement parts. The process of explaining over the phone was time-consuming and often led to long waiting times, which was inconvenient for their busy customers. Additionally, CIAK Auto wanted to facilitate the process of sending pictures to better assist their customers. The company was in search of a solution that could reduce calls and waiting times, improve response times, and enable picture sharing on their customers’ preferred channels.

About Customer

CIAK Auto, established in 2014, is one of the leading regional spare parts distributors in Croatia. With over 50 points of sale, it is one of the largest auto parts companies in the country. Their primary customers are auto mechanics who often require assistance in identifying and sourcing specific replacement parts. These customers value efficient and timely service, as they often cannot afford to wait on the phone while working. They also appreciate the ability to send pictures to better communicate their needs.

Solution

CIAK Auto embarked on a digital transformation journey with the implementation of the Conversations – a cloud contact center solution. This solution provided them with fast access to various communication channels including WhatsApp, Viber, Live Chat, Google’s Business Messages, and Apple Messages for Business. The company also introduced a Live Chat widget on their website and QR codes for WhatsApp and Viber on their contact page. They also implemented a chatbot over Apple Messages for Business, which could handle general queries and transfer to a human agent when necessary. Google’s Business Messages provided different options for customer engagement. CIAK Auto’s customer service agents handled all communication channels, and a rule was set up to automatically route all marketing enquiries to the marketing team. CIAK Auto also extended their promotional outreach with an email newsletter and Viber campaigns with SMS failover.

Impact #1	The implementation of the Conversations cloud contact center solution significantly improved CIAK Auto's customer service. The company was able to provide faster, more detailed information to customers, who could continue working while waiting for a response. The media-rich messaging capability allowed customer service agents to provide accurate assistance far quicker than before. The solution also facilitated better handling of marketing enquiries, with automatic routing to the marketing team. The company's promotional outreach was also enhanced through email newsletters and Viber campaigns. Overall, the digital transformation led to improved customer experience and operational efficiency.

Impact #1

The implementation of the Conversations cloud contact center solution significantly improved CIAK Auto's customer service. The company was able to provide faster, more detailed information to customers, who could continue working while waiting for a response. The media-rich messaging capability allowed customer service agents to provide accurate assistance far quicker than before. The solution also facilitated better handling of marketing enquiries, with automatic routing to the marketing team. The company's promotional outreach was also enhanced through email newsletters and Viber campaigns. Overall, the digital transformation led to improved customer experience and operational efficiency.

Benefit #1	90% growth in traffic over a six-month period
Benefit #2	79% improvement in response times when using WhatsApp
Benefit #3	33% click-to-open rate for email newsletter campaigns

Benefit #1

90% growth in traffic over a six-month period

Benefit #2

79% improvement in response times when using WhatsApp

Benefit #3

33% click-to-open rate for email newsletter campaigns

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Overview

CIAK Auto: Enhancing Customer Experience through Digital Transformation

Operational Impact

Quantitative Benefit