Ever since its inception in 2001, Raya has been strategically operating in the automotive industry. During the past 15 years, Raya has developed multiple best practices in many aspects within automotive contact center arena. Processes developed include traditional inbound customer care, complaints management, routing and escalation, customer satisfaction and several telephone market research activities from Test Drives surveys, Post Service Satisfaction surveys…etc. Roadside assistance is also one of the processes Raya has been operating for the past 15 years.
Among Raya’s Automotive clients regionally are multinational top automotive manufacturers and local dealership in many markets across the Middle East. Raya has developed customized CRM solutions for many of its automotive clients to accommodate their different requirements and business processes to support their customer engagement and communication centers.
Raya provides operational excellence and efficiency in areas including Case Management, General and product inquiries, Recall campaigns, and Pre-and Post-sales services including regular maintenance booking and Roadside assistance. Raya’s multichannel communication infrastructure (Phone/SMS/Email/Chat/Social Media) allows customers 24/7 access to our automotive clients, using the service channel they prefer and log those preferences for future reference.
Some of the core processes supported by our contact centers for our automotive clients include:
- 24 x7 customer support
- Case Handling & Complaints Management
- Pre-Sales services
- Vehicle’s Warranty Activation
- Welcome calls
- Service Appointment setting
- Test Drives Scheduling
- Pre & Post Delivery Customer Satisfaction Surveys