Experience / Case Studies / AUTOCRAFT ELECTRONICS :
Autocraft Electronics (AE), a division of Aftermarket Technology Corporation, provides contract electronics remanufacturing and logistics services to a variety of automotive and technology clients.
Objectives :
We were awarded the contract of supporting the AE’s customers.
Achievements :
After being awarded the contract, Fusion had less than 3 weeks to begin supporting the Autocraft customers. The Fusion BPO management team worked very closely with Autocraft to recruit and train the dedicated Customer Care Specialists (CCS). Additionally, the Fusion IT professionals ensured seamless web integration from the Autocraft clients to the Fusion BPO support center.
Fast implementation - All CCS professionals were hired and trained within one week and were immediately receiving inbound support requests and entering data into an Oracle database.
Autocraft SLA : total handle time of less than 4 minutes – actual handle time averaged 3 minutes.
Autocraft SLA : average speed of answer less than 30 seconds 90 percent of the time – actual
Speed of answer averaged 11 seconds 90 percent of the time.
