How KIA Italia relied on a single tool to receive and send requests to its partners
of increased operators efficiency
tickets created with the correct information
reduction in management time
Industry:
Automotive
Company size:
>40.000 employees
Location:
Milan, Italia
Core feature:
- Internal ticketing system
- Proprietary web and mobile app
- OCR system
- AI for data collection and addressing
Criticalities
KIA Italia exclusively uses the email channel to handle inbound and outbound requests with its employees and 270 dealers, dealerships and franchises.
This approach results in a slowed management process and high costs, as well as in a damaged quality of support:
- Requests are almost never complete with all the information needed to resolve them. Therefore, an additional exchange of follow-up emails is necessary;
- Inquiries received are not filtered or routed, so each operator receives and reads all communications, even those not within his or her purview;
- Email threads are chaotic and can cause loss of information;
- There is no organized repository to search for specific information.
Solution
Thanks to Stip, KIA Italia now uses a customized web and mobile platform, with artificial intelligence capabilities and an OCR reading system, to send, address, and manage requests from dealers, suppliers, franchises, and internal employees.
Operators no longer have to deal with requesting and collecting missing data
Stip-created tickets can be resolved in one interaction 95% of the time
Unique web and mobile app for two-way communication
How it works
Creating, collecting data and sending tickets, even on the move
Thanks to Stip’s technology, dealers, dealerships and KIA employees can submit tickets, even on the move.
Tickets can be created from any channel: social media networks, WhatsApp, Stip’s mobile and web app, email, Telegram and other digital channels.
Stip’s AI only asks KIA Italia dealers for the data needed to handle each specific request, avoiding additional contact between the internal after-sales team and dealers and partners.
With Stip, KIA Italia handles tickets in a single interaction, with no need to contact the person who sent the request again
OCR system for automatic reading of vehicle data
Through the OCR system, the KIA Italia team no longer has to manually transcribe articulated and complex data, such as license plates, chassis and serial numbers.
This activity normally causes a great loss of time and is accompanied by the risk of making mistakes, which slows down the request management process.
With Stip you simply take a picture and the system automatically reports that information
within the ticket.
Examples of documents managed by Stip:
- IDs
- Customer codes, PDR, POD
- License plates
- Frames
- Vehicle registration books
- Ownership books
- Certificates of Insurance
And there is more!
Let's take a brief look at everything KIA can do thanks to Stip
- send mobile tickets using the OCR system for automatic compilation of complex data
- use a proprietary mobile app to send requests in complete privacy
- use an archive to search all tickets of interest
- receive tickets and alerts of any kind from HQ
The After-Sale team can:
- manage requests from any channel in a single platform
- receive tickets enriched with all the necessary information for immediate management
- leverage an automatic categorization and dispatching system for requests
- send outbound communications or requests to dealers, dealers and employees from the same platform
Contact us and we will create a customized proposal that fits your company's unique needs
Artificial Intelligence that automates repetitive customer service tasks with no added value for the customer, allowing operators to focus on resolving complex requests, in just one single interaction.