Customer service overhaul for one of the largest automotive companies in Israel
Shlomo Group is one of the leading investment companies in Israel, founded in 1974 by the late Shlomo Shmeltzer. The group is engaged in rental, leasing and servicing in the automotive sector in Israel, with investments which have expanded over the years to cover multiple industries.
Today, the group includes Shlomo Holdings, Afcon Holdings, Israel Shipyards, SHIR Real Estate, Gold Bond Group, BYD and Shlomo Insurance. The group’s consolidated turnover in 2017 amounted to ₪7 Billion. With over 5,000 employees, Shlomo Group is active beyond the Israeli borders as well, with activities in Romania, Germany and Spain.
Operating in diverse industries, Shlomo Group interfaces with thousands of private and corporate clients daily. Among their assets are the largest car leasing company in Israel, as well as a roadside recovery with over 300,000 subscribers. The group is also the exclusive importer of Opel cars to Israel.
Shlomo Group approached Elad to overhaul their Automotive division’s customer relationship management. With several companies under the Shlomo Group umbrella, and multiple points of contact—from sales and rentals, to fulfillment and customer support—Shlomo Group needed a solution that would be able to optimize, simplify and enrich customer relationship management processes.
Interactions between Shlomo Group and its customers include a combination of rentals, test drives, purchases and support calls. In many cases, the quality of service provided is paramount to increasing a customer’s LTV (Lifetime Value) - as cars are considered mission-critical by their users, and support quality can make or break a long-term relationship.
All the while, the solution needed to provide unprecedented connectivity between the different companies within the group, and increase visibility into the KPIs of all customer-facing divisions for group management.
As the leading provider of Microsoft Dynamics CRM in Israel, Elad was confident in its ability to solve the challenges presented by Shlomo Group. By integrating Dynamics CRM, as well as Elad’s SimpleChat product, we were able to achieve the following:
Full user lifecycle management - lead tracking and processing, sales/rental management, service calls, KPI measurement and much more, powered by the most versatile CRM solution on the market.
360-degree view of customer interactions - regardless of where the customer approaches Shlomo Group, the representatives see all of that customer’s previous interactions.
Simple for employees, great for customers - Elad customized all major CRM interfaces to provide the best possible value and increase internal Shlomo KPIs - with focus on creating better data visibility for sales and support processes.
SimpleChat - With Elad’s SimpleChat Platform, Shlomo Group employees can manage all customer interactions from one interface, enabling fluid continuity between WebChat, email, SimpleChat chatbot (which also provides self-service options), SMS and Social Media.