Case Study of Dubizzle Cars

Executive Summary

Dubizzle Cars, Dubai (Dubizzle) was using multichannel customer engagement where their agents could interact with their customers separately over voice and WhatsApp. But their agents needed a robust platform that would seamlessly connect with customers on their most preferred channel and understand the customer journey.

Challenges

Before C-Zentrix, Dubizzle had provided one mobile phone with a SIM card to each agent. Particular agents’ mobile number was published on the Dubizzle website for each property post. The customer would call their mobile number directly and talk to the respective agents.

For WhatsApp chat also each agent had a separate WhatsApp number on which customers were connecting to them individually. So there was no unified reporting and agents were not aware of previous client interactions.

What Changed at Dubizzle

C-Zentrix Omni channel (with Voice and chat) was provided to Dubizzle, which helped them to take calls on a single toll-free number. They had some mobile numbers which were used and inbound calls on those numbers were forwarded to CZ Direct Inward Dialing (CZ-DID).

For WhatsApp Chat they were provided a single WhatsApp number using WhatsApp for Business API. This service is activated on CZ Omni Chat.

After they started using the CZ Omni solution, the agent productivity increased significantly and CZ reporting helped the client with proper resource planning and resource utilization.

What This Means

• CZ Omni solution helped the client to centrally manage their call center and WhatsApp chat support. Dubizzle was able to provide a single call center number to all their customers.
• CZ Omni provided the complete real-time monitoring & visibility of the process and agent performance.
• CZ solutions helped the client to fetch historical reports and showcase them to their management, which enabled future planning and better utilization of resources.
• After using CZ Omni solution agent’s productivity increased and the reporting helped Dubbizle Cars in better WFM planning.