The service is now completed within 72 hours, bringing a 99% gain in efficiency to the company. company
For eight years in Brazil, BYD, the world leader in the production of electric vehicles and a specialist in solar energy generation and storage, has been serving around 400 customers in its solar energy division. In order to handle this routine, with long processes which consequently translate into costs, the company adopted Desk Manager's service tool, with operating licenses and integration with WhatsApp, generating complete reports and dashboards for the company's management team. The efficiency gains were immediate. A complete service is now completed in 72 hours, generating a reduction of 95%.
BYD's service is divided into three stages. The first is when the customer opens the call. This initial procedure has been reduced to 4 hours. The second stage, which is the resolution of the customer's request, has been reduced to 48 hours. As a result, the entire process, which ends in the third step, which is the completion of the service, is completed within 72 hours. "With the implementation of the Desk system, the company has improved the entire service and after-sales process, so much so that today we are the company with the best after-sales in the solar market in Brazil," says Fernando Domingos, BYD Energy's After-Sales supervisor.
In all, BYD's After Sales area has a suite of 12 applications with various functionalities within a single system, which guarantee support for calls and complete business management. In addition, the BYD team uses WhatsApp integration, which enables the entire service flow within the system.
In addition to the platform, the company has a Customer Success team, led by Leonardo Hokumura, which offers personalized consultancy to make the most of Desk Manager's system resources.
"Our goal has always been to deliver efficiency through a single, complete tool and BYD's figures only reinforce that we are on the right track. Our system is constantly being improved to provide efficiency gains and cost reductions. When a company improves its processes and enhances the effectiveness of its employees, everyone involved gains from the operation," says Célio Fabiano, CEO of Desk Manager.
The system was so effective and brought such good results for BYD that the company is running tests to implement the tool in other businesses. "Desk Manager was the most compatible and coherent solution for our line of business. We intend to extend the use of Desk Manager to all of BYD's segments and after-sales areas," concludes Fernando.
