Calls to the CarMoney inbound line are automatically routed to agents according to the query topic: available services, loan application procedures in the mobile app or personal accounts, arranging a meeting, contract follow-ups, etc. All in all, calls are distributed among eight groups of agents with necessary inbound call processing qualifications.
The integration of Noda Contact Center and CarMoney data warehouse enables customers to check their balance via the IVR menu without waiting for a connection to a live agent. Automation of outbound calls is another outcome of the project: customers are receiving calls informing them of the sum and date of payment due. At the same time, settings enable the caller to get connected to a live contact center agent. Another group of agents make collection calls to debtors, and telemarketing agents carry put canvas calling to potential customers. In the near future, CarMoney is planning to add new lines to their IVR services
"For CarMoney, telemarketing and debt collection, from the soft collection stage to calling customers in the process of litigation or enforcement, are two key elements ensuring our steady business development. NODA technologies have made all these operations much more effective, " says Aleksey Baikov, CarMoney IT Director.
To monitor the performance of CarMoney contact center, Noda experts have set up customized reporting which comprises agent workload distribution, call statistics and call processing results, and automated outbound calling effectiveness analysis.
On top of that, Noda platform was integrated with CTI panel to facilitate the use of data from other information systems. Finally, the integration with 1C system enables bulk loading of outbound tasks.
CarMoney is a secured car loans financial service. The company was founded in 2016 and today is the leader in secured loans. The company is represented through 1,900 partner offices in 68 Russian regions. With its headquarters in Moscow, CarMoney opened an office in Saint Petersburg in 2019 and expanded its regional presence in the Far East, Irkutsk, Chita and other Russian towns and cities. Since day one, CarMoney has granted 46,400 loans totalling 10.8 billion rubles (as of March 1, 2020).