Automotive

Today's automotive industry is navigating complex challenges: increased market competition, shrinking margins, evolving technology, and an ever-higher bar for customer service delivery. Vehicle manufacturers struggle to invest and innovate in those customer-centric solutions that enable survival and growth. HGS can provide the pre- and post-sales service and optimized CX to truly differentiate and create customers for life.

Our automotive solutions approach starts with the right hiring and onboarding. HGS agents are trained to the specific needs of this industry's customer. HGS ensures that team members have a hands-on understanding of each product, supported by emotional intelligence and the technical ability to engage with end customers through multiple channels like IVR, email, chat and social media.

• HGS Roadside Assistance is our proven process of managing breakdown emergencies. In North America, HGS has designed an Uber-like app which dispatches the closest truck from its extensive North American towing and service network of 45,000 drivers, to help our customers at their moment of need. HGS's app is revolutionizing the roadside assistance industry by confirming service within 5 minutes and providing dramatic savings. https://www.teamhgs.com/solutions-capabilities/business-services/roadside-assistance

HGS's Automotive solution steers optimized CX, catering to customer preference with a robust customer CRM, innovative knowledgebase, and analytics to map customer behavior allowing service excellence that shows in CSAT and NPS increases. We employ our business intelligence capabilities to build quality data capture and actionable analytics to help track customer behavior enabling more personalized care. For the client, our value-added service can drive operating efficiency and cost-containment, especially during after sales service and roadside assistance (the ability to turn a negative situation into positive promotion).

HGS's consultative approach converts the contact center to a revenue generation center through cross-selling and upselling of products, insurance, and warranties. We build service tailored to a customer's unique preferences, by tracking all complaints, inquiries, and direct engagement with consumers through IVR or social channels in our CRM. Our agents are trained to close loops on the most complex scenarios, with proactive, customized concierge service that ensures exemplary satisfaction and brand experience.

HGS steers customer retention, by creating for automotive clients a seamless experience, removing dissatisfiers, increasing customer loyalty, and sharpening their competitive edge. HGS relationship managers are trained to retain customers along the lifecycle, with strong customer relationship management and ability to create detailed insight in customer behavior through analytics and a Unified Customer Engagement strategy. This customer-centric approach earns affinity and helps guarantee our automotive clients a competitive edge. For example, for a leading US car sharing company, HGS provides a customer care solutions portfolio to drive real outcomes like a 9% net improvement in revenue and a save rate of over 40%.

HGS helps automotive companies support the entire customer lifecycle, ultimately building brand awareness and affinity, with customized support and offerings and the right answer, fast. Our fast-ramp strategy allows clients to build customers for life, with improved CSAT and NPS supported by our unified approach to customer care by managing all channels of support including digital platforms. HGS drives increases in revenue for our clients, with improved brand reputation, influenced social media management, and enhanced sales opportunities.