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11 CommBox com o logótipo da Tadiran

A Tadiran automatizou 62% das consultas com o CommBox para SAP

11 Serviço de comunicação omnicanal da Tadiran - Commbox

62%

Inquiries resolved by an AI Chatbot

43%

Improvement in automation efficiency 

2000+

Work hours saved monthly

50K

Digital conversations managed monthly

62%

Inquiries resolved by AI chatbot

2000+

Work hours saved monthly

43%

Improvement in automation efficiency  

50K

Conversations managed monthly

About Tadiran

Tadiran Air is an esteemed air conditioning company. Known for its expertise in the field, Tadiran Air specializes in providing high-quality air conditioning solutions to meet a wide range of customer needs. With a strong reputation for innovation and reliability, Tadiran Air offers an extensive range of air conditioning products and services, including installation, maintenance, and repair.

Industry

Retalho e comércio eletrónico

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Teams

Customer service

Business Size

Small size (1 – 500)

Use Cases

  • Live & automated support 
  • Automated notifications
  • 24/7 self-service
  • Digital forms
  • Integrated business systems
  • Bots on WhatsApp
  • Technician scheduling
  • Bot to Human handover

Industry

Retalho e comércio eletrónico

Channels & Integrations

SMS, WhatsApp, Facebook messenger, Facebook posts, Instagram, Email, IVR, SAP

Teams

Customer service

Business Size

Small size (1 – 500)

Use Cases

  • Live & automated support 
  • Automated notifications
  • 24/7 self-service
  • Digital forms
  • Integrated business systems
  • Bots on WhatsApp
  • Technician scheduling
  • Bot to Human handover

The Goal

Navigating digital customer surge

Tadiran, experiencing continuous growth and a significant surge in customer volume, especially during the Covid-19 pandemic, faced extensive overloads in their contact centers. The influx of customers reaching out through various digital channels necessitated a streamlined solution to manage these interactions efficiently.

Challenges

  • Increased Customer Volume: a dramatic increase in the number of customers contacting Tadiran through multiple digital channels.
  • Contact Center Overloads: The existing contact centers were overwhelmed by the high volume of inquiries.
  • Complex Operations: Implementing multiple digital platforms resulted in time-consuming and inefficient operations.

The Solution

Enhancing customer experience with automated communications

  • Tadiran implemented the CommBox customer communication platform to streamline digital inquiries through a unified inbox, leveraging chatbots and automation rules. The seamless integration of CommBox with Tadiran’s operational system, SAP C4C, enabled support agents to engage with customers directly from their CRM.

In addition, Tadiran expanded its customer service channels by integrating with the WhatsApp Business API through CommBox. With this integration, CommBox created a versatile multichannel chatbot, ensuring a cohesive customer experience across various channels, including WhatsApp, SMS, and chat.

Tadiran’s AI chatbot empowers customers to self-serve on digital channels:

  • Troubleshoot issues
  • Schedule or reschedule technician visits
  • Receive appointment reminders
  • Receive updates regarding their service requests
  • Update their repair address information
  • Seamlessly transition conversations between the chatbot and a live agent
  • Automate conversation summaries using AI 
 
Tadiran also utilized CommBox for Sales & Marketing 
  • Warranty renewal notification and self-serve payment and renewals
  • Lead qualification from social media
  • Inform buyers on product questions to drive sales 


Era AI 

Tadiran utilized CommBox Era AI – our conversational AI platform to automate customer experience at scale, while leveraging advanced automations. 

Era AI enabled Tadiran to: 

  • Provide self-service to customers using AI answers from the knowledge base
  • Provide field technicians with information from a pre-trained knowledge base.
  • Automate conversation summaries with AI 
  • Transfer the data to SAP CRM

SAP Integration 

CommBox for SAP integration allowed Tadiran to manage and save all communications directly from SAP, increasing its efficiency.
 
  • Create and update tickets 
  • Save AI conversations summaries 
  • Warranty renewal notifications
  • Provide self-service for payment and renewals
  • Manage conversations within SAP across digital channels 
  • View automated conversations and route to human agents when needed 
 

The Result

One platform to serve them all

  • 62% of customer inquiries were resolved automatically by the AI bot from start to finish.
  • 43% increase in automation efficiency, as a result of bot optimization
  • 2000 work hours saved monthly through automation.
  • 50,000 conversations managed monthly by the platform.

Enhanced Customer Service and Support:

  • Automated customer service and support processes.
  • Automated technician scheduling, including changing dates and setting up A/C installations.
  • Automatic access to technical information and product warranty details.

Integration and Efficiency:
Seamless integration with SAP CRM, scheduling APIs, and customer APIs

  • Improved waiting times for customers.
  • Enhanced work efficiency.
  • Higher customer satisfaction rates.

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CommBox

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