With KMS Lighthouse Colmobil unifies the customer experience and improves customer support for all products
Colmobil’s was established in 1906 in Israel. Since 1963, the company’s was granted the rights to import Mercedes-Benz vehicles. Later, in 1988 Colmobil became the official importer of Mitsubishi and in 1994 of Hyundai too. Today the Colmobil Group, the importer of Mercedes, Mitsubishi, Hyundai and Smart, is one of the leading Automotive companies and the largest importer in Israel. It operates 10 showrooms, 59 service centers across the country and employs over 1,000 people.
With KMS we were able to centralize and unify our customer service and support for all products.
Prior to KMS Lighthouse implementation, Colmobil did not have a contact center rather an outsourced service from a 3rd party that was using a different knowledge management solution. This caused prolonged calls to the contact center and provided disconnected answers from different representatives. In addition the company did not have the means to support all if its products in house.
By deploying KMS Lighthouse, Colmobil was able to overcome customer service challenges that they suffered from prior to the use of KMS, as well as achieve their main goals in providing a unified service center for handling all customer support issues accurately and timely.
Following the implementation of Lighthouse, Colmobil saw improvements in the below areas:
• Faster and more accurate information retrieval processes
• Improved “First Call Resolutions”
• Reduced training curve for new agents on procedures, regulations, rates, products, etc.
• Reduced interactions in which inaccurate information had been provided to consumers