The EdgeTier Mission
At EdgeTier, we’re on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores.
Our AI software is built to empower contact centre managers and agents to unlock the promise and potential of a great customer experience.
To get you on the road to soaring CSAT scores, we’ve pulled together this great case study featuring a world-leading B2B technology organisation: CarTrawler.
Embracing AI to scale CarTrawler’s contact centre
CarTrawler is the world’s leading B2B technology provider of car hire and mobility services to the travel industry, supporting over 2,000 travel partners, 2,500 transport suppliers and almost one billion end customers. CarTrawler’s rapid growth brought several key challenges, particularly in the area of customer care.
This case study will show you how CarTrawler used EdgeTier’s AI-enabled agent assist to revolutionise their contact centre performance, winning, ‘Best Use Of Technology’ at the CCMA Awards in the process.
In this customer story, learn how EdgeTier empowered CarTrawler to:
- Scale customer care costs.
- Deliver high-quality chat and email service.
- Provide worldwide 24/7 support.
- How AI is leveraged in a Multi-lingual environment (20+ languages).
- Optimise the contact centre for busy peak season with up to 50% increase in contact volumes.
- Seamlessly deal with a complex mix of customer contact reasons.
- Effectively use data to make data-driven decisions.
- Maintain high customer support standards with AI.
- Move away from an inflexible customer care system.
- Embrace automation and data visibility.
- Find a recipe to reduce the time agents spend on complex manual processes.
- Gain a deeper understanding of customers.
- Greatly improve team performance.
Catalyst for change
CarTrawler identified that they could not continue to scale their customer care costs, but require high levels of support for their customers. While generally perceived as market-leading, their existing system for handling customer emails and chats was inflexible, provided no automation, and had limited data visibility and reporting.
Key business challenges
- Scaling customer care costs
- Worldwide 24/7 support required with tight SLAs
- Multi-lingual support required across 20+ languages
- Busy peak season (50% increase in contact volumes)
- Complex mix of contact reasons
- Limited data visibility hindering their ability to make data-driven decisions
Technology delivered: AI-enabled agent assist
EdgeTier deployed the Arthur product into CarTrawler’s customer care team. The Arthur product seamlessly blends chat and email functionality with AI and automation to assist customer care agents through the process of responding to customer queries.
“Arthur is no ordinary software product. Through AI it allows us to scale at pace while delivering service quality” – Tara Carmody – System Specialist
Arthur’s AI and automation engine analyses each customer contact, seeks and retrieves relevant information, and suggests responses and actions for advisors to take, all in real time as the customer query is being processed. This approach of guiding agents through responding reduces handling times while increasing the quality of response.
Additionally, Arthur’s native translation capabilities allowed CarTrawler to confidently move to 24/7/365 multi-lingual support across 29 languages without scaling their multi-lingual team.
Benefits realised
The Arthur system revolutionised how customer support is delivered in CarTrawler, delivering benefits to customers, staff and the company as a whole.
“Arthur has improved data visibility and has ultimately helped us understand our business better” – James Waghorn, Director of Customer Contact
