How mobility-focused customer relationship centers can drive success for disruptors
By Elvira Llorens, Global VP of Consumer Engagement, MSX International
The automotive industry is undergoing a transformative period, with disruptors leading the change. These companies challenge the traditional landscape, offering innovative technologies and reimagined customer experiences. However, alongside these groundbreaking advancements comes the need for an equally sophisticated approach to customer service. Disruptors in this space need more than a typical customer relationship center (CRC); they need a strategic partner with a deep understanding of the unique demands of the automotive sector. This is where specialized automotive-focused CRCs, like those offered by MSX, provide great value.
The importance of industry-specific expertise
One of the most significant distinctions between general CRCs and automotive-focused ones lies in the depth of industry knowledge. Automotive disruptors often introduce complex products that require detailed and technical support. A general CRC may not have the expertise to fully grasp the intricacies of these products, leading to unsatisfactory customer interactions. In contrast, a specialized automotive CRC, such as those offered by MSX, is staffed with experts who are well-versed in technical specifications, warranty conditions, and service options, providing customers with precise and relevant information.
At MSX, we prioritize quality over volume. Our goal is not to handle the highest number of calls but to ensure that each interaction is efficient, accurate, and geared towards resolving issues on the first contact. This first-call resolution not only enhances customer satisfaction but also builds trust and loyalty—critical elements for any disruptive company looking to solidify its position in the market.
Key Features of Our Mobility-Focused Customer Relationship Centre
Our customer relationship center is designed to meet the dynamic needs of the mobility sector. Here are the main features that set us apart:
Tiered support structure
AI powered tools
Onmichannel support
Tiered support structure
AI powered tools
Onmichannel support
Omnichannel accessibility and global reach
In today’s digital age, customers expect seamless communication across multiple platforms. MSX delivers omnichannel support, enabling customers to engage through phone, email, social media, or mobile apps. This capability ensures consistency in service, regardless of how or where the customer chooses to interact.
As disruptors expand globally, MSX ensures that customer service remains uniform across languages, regions, and time zones. This global reach helps companies maintain the same high standards of customer care as they scale.
Leveraging data for continuous improvement
Data plays a pivotal role in enhancing customer service. MSX uses customer feedback, sentiment analysis, and other metrics to identify trends and areas for improvement.
By tracking critical performance indicators such as First Call Resolution and Net Promoter Score, we consistently refine our service offerings to better meet customer needs.
For disruptors, access to this data allows for informed decision-making, helping them refine their products and customer service strategies.
Proactive, scalable solutions
As disruptors grow, so must their customer service capabilities. MSX’s flexibility, underpinned by Lean methodologies, ensures we can scale operations rapidly without sacrificing quality. This adaptability allows disruptors to expand confidently, knowing their CRC will continue to deliver excellent service even as customer demand increases.
Furthermore, MSX’s proactive approach, which includes vehicle health monitoring and predictive diagnostics, helps solve potential problems before they escalate, contributing to a smoother and more positive customer experience.
A strategic partnership for disruptors
Disruptive automotive companies require more than a conventional CRC—they need a partner like MSX, one that offers specialized, high-quality service while staying nimble enough to scale with the company’s growth. By focusing on expertise, speed, and proactive engagement, MSX empowers disruptors to maintain their competitive edge while ensuring their customers are well taken care of.
In an industry where customer experience can make or break a brand, a trusted CRC partner is essential for success. At MSX, we are proud to be that partner for the automotive disruptors of today and tomorrow.
