How Spinny enhanced their Audit Process Efficiency by 5x and boosted their Conversion Rate by 18%?

Challenges and Goals

With 71+ Car Hubs across geographies, Spinny encountered significant difficulties in deriving business-critical insights to understand why potential customers decided against purchasing a car after taking a test drive and keep track of customer conversations to map the customer journey from initial engagement to purchase decision.

The company aimed to refine its approach to maximize Conversion Rates and improve overall customer satisfaction. However, their current Call Center Operations were holding them back in areas such as:

1. Manual Agent Performance Tracking: Their Human Agents were manually audited across multiple pre-selected parameters ‍
2. Limited Visibility into Recommended Actions: Relying on agents to identify issues overlooked key improvement gaps ‍
3. Agent Dependent Call Disposition: Call Dispositions were identified and marked according to the Agents ‍
4. No Categorisation of Customer Reasons: Undocumented Customer VoC skipped past what could be major customer journey limiters

For Spinny to achieve their objectives of Increasing Conversion Rates, Managing Agent Performance Quality and Extracting Insights at Individual Call Levels they required a comprehensive and in—depth AI-Driven Analysis of their Call Center Operations at Agent, Customer and Call levels.

Rezo’s Approach and Solution

To help Spinny overcome the limitations of reduced conversion rates, Rezo deployed their AI-Driven Analytics Solution, enabling them to observe, evaluate and derive insights from Customer Interactions at scale with:

1. Automated Segmentation based on Customer VoC – AI-Driven Intent Based Call Classification to identify root causes of customer dissatisfaction ‍
2. Detailed Analysis of Agent Performance – Agent performance tracking across multiple parameters for Performance Assessment and Peer-to-Peer learning for best Agent DNA ‍
3. Live Transcripts with AI Insights – Detailed Call transcripts with Word Error Rate Analysis to identify gaps and improvement areas ‍
4. Customer Sentiments & Lead Score Analysis – Deep Data Analytics driven Customer Sentiment identification with Call Scoring on the likelihood of Conversion

Results and Impact

Rezo’s Analyse AI provided Spinny transparency into major dissatisfaction reasons for customers that was directly impacting Spinny’s Conversion Rates and consequently impacting their Customer Satisfaction.

Their Call Monitoring Rate went from 5-8% to 100% ensuring SOP Adherence and Quality Assessment along with Hot Leads Conversion Rate which jumped from 8% to 9.44% (an increase in Hot Leads Conversion of 18%) directly impacting revenue generation.

By leveraging Rezo’s AI-based Analytics Solution, Spinny enhanced operations, advancing Customer Satisfaction and Agent Performance.

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