Powered by the CommBox omnichannel customer communication solution, Tadiran allows its customers to quickly schedule an air technician visit through a bot available on WhatsApp, Chat, SMS, and other channels. Customers can choose their convenient visit times or promptly solve common issues with a bot’s assistance. CommBox is embedded into SAP C4C, allowing Tadiran to manage customer interactions from their CRM directly.

Intro

Tadiran is a global leader in air conditioning, with a wide range of advanced solutions for residential and light commercial applications.

Since its establishment in 1962, Tadiran has shown continuous growth and is considered today the leading air conditioning provider in Israel, with a 39% market share.

Tadiran presented strong financial results with a 46% increase in revenue in 2021 and a 40% growth in net profit.

The Challenge

Tadiran’s continuous growth led to a massive increase in the volume of customers, especially during the Covid-19 pandemic. More customers started reaching Tadiran through multiple digital channels, causing extensive overloads on its contact centers.

Tadiran adjusted by using multiple digital platforms, but this complex process made its work timely and inefficient. Tadiran needed a technological solution to effectively manage the rising increase in digital customer interactions.

Tadiran – Commbox | The Solution

Tadiran implemented the CommBox customer communication platform to manage all digital inquiries from one inbox while using chatbots and automation rules. CommBox easily integrated with Tadiran’s operational system – SAP C4C, allowing its support agents to communicate with customers directly from their CRM.

Tadiran also expanded its customer service channels and used CommBox to connect to WhatsApp Business API. CommBox built A multichannel chatbot to provide Tadiran’s customers with a seamless experience across all channels, including WhatsApp, SMS, chat, etc.

Tadiran’s smart chatbot allows customers to:

• Get services quickly, 24/7
• Schedule an air technician visit at the right time for them
• Receive updates regarding their requests
• Solve common issues in a conversation with a bot
• Update their address for repair
• Transfer the conversation from a bot to an agent and vice versa

Tadiran | The Outcome

Tadiran acknowledged their growing need for digital customer communication. By implementing CommBox, Tadiran went through an extensive digital transformation which led to numerous achievements:

• Automation of customer service and support.
• Independent scheduling of service requests, including date changes and A/C installations
• Automated access to Technical Information and Product warranty
• Integration: SAP CRM, Scheduling APIs, customer APIs
• Improved waiting times
• Greater work efficiency
• Higher satisfaction rates
• Reduced costs

Commbox easily integrated with all Tadiran’s operational systems, including sales and customer support teams, and led to major achievements for the company:

• Manage customer communication for all the company’s areas of operation in one smart platform.
• Commbox enabled Tadiran with advanced automation capabilities:
• Automation of customer service and support.
• Independent scheduling of service requests, including date changes and A/C installations.
• Automated access to Technical Information and Product warranty.
• Integration: SAP CRM, Scheduling APIs, customer APIs.

Tadiran Case Study – Download the PDF Version 👈

CommBox Success | Quick Takeaways

• 46% of customer inquiries were solved by a bot end-to-end.
• 700+ repair visits a month scheduled automatically with no human interaction.
• 30% increase in digital customer interactions with a bot.

Today, Tadiran provides excellent service on WhatsApp, chat, SMS, and other digital channels, especially while keeping its unique brand tone and voice.

About Commbox

Commbox offers an innovative solution for customer interactions, creating a holistic customer communication experience. By using the Commbox platform, companies and enterprises can automate recurring tasks that are excessively time-consuming, allowing your agents to focus on more important tasks. Commbox paves the way for autonomous business communication, without losing the quintessential human touch.

Commbox’s mission is to pave the way for companies worldwide to become autonomous enterprises, without losing their quintessential human touch.