Avran helped this vehicle breakdown and fleet management provider elevate their customer service standards.

The Challenge

RS-Recovery has experienced significant growth in the last few years and had been operating a Control Room with 50 agents on a traditional PBX and a hosted IVR. The incumbent telephony solution had frequent outages and was no longer able to support the rapid growth and changing operational practices experienced by RS Recovery. The Covid period had also raised additional challenges such as working from home and remote monitoring capability. To continue to deliver industry leading customer service and to aid their strategic growth ambitions which include being future proof for technological innovations such as electrification and autonomous vehicles, RS Recovery chose Amazon Connect to be the core technology supporting inbound and outbound contact for their breakdown and fleet management solutions. The primary objectives from the new Amazon Connect solution were:

• Reduce response times.
• Customer prioritisation.
• Reduce system downtime.
• Support remote working capability for agents and supervisors.
• Enhanced performance analysis and reporting.
• Increase customer satisfaction.

The Solution

Avran deployed Amazon Connect to replace the existing telephony estate which compromised of an on-prem PBX and hosted PSTN/ACD solution. A custom agent call control panel (CCP) was developed to provide customer and queue information to agents in real-time. The CCP also provides several custom outbound calling functions which were required due to the large number of outbound calls made by agents. Customer prioritisation and precision call routing was implemented using Amazon Connect contact flows and this has reduced customer waiting times and AHT significantly.

A Wallboard application, supplied by our partner Omningage, was deployed to provide real-time contact information within the Control Room on monitor screens but also for remote monitoring of what is happening in the Contact Centre.

Avran also provides RS Recovery with an in-life managed support service that handles fault resolution, MACs, status monitoring and a monthly contact centre performance review. Moving to Amazon Connect has allowed RS Recovery to consolidate billing and reporting onto a single platform. This now gives a comprehensive and detailed view of contact centre technology cost and agent performance.

Innovation – The Future of Vehicle and Transport Solutions

RS Recovery supports some of the largest logistics, transport, and vehicle leasing providers in the United Kingdom, all of whom are updating their fleets to greener technologies and looking to invest in new transport solutions and infrastructure. By implementing Amazon Connect, RS Recovery has placed itself in a unique position and is now future proof for whatever comes next, whether it be large scale electrification or autonomous driving. As Amazon Connect and the AWS eco-system are open API driven platforms, the potential to innovate and integrate with other systems and transport platforms is limitless. As vehicle and transport technology rapidly evolves, RS Recovery stands ready to provide cutting edge solutions that meet the needs of its customers and partners. Avran helps its clients develop a winning customer service strategy using the latest AWS technologies We are continuously engaged with our clients through consultancy and our managed support service to provide insight into the latest features and functionality available on Amazon Connect. We look forward to our continued working relationship and building a next generation contact centre for RS Recovery on Amazon Connect.