Contact Centre Maintenance

atse

Company profile


ATS Euromaster is part of the Euromaster Group, which operates in fifteen European countries with 10,700 employees in more than 1,800 service centres.

Established in the UK since 1961, ATS Euromaster has 370 service centres (comprising a mixture of retail, comprehensive and truck sites), approximately 1,000 mobile service vans and employs over 2,700 people, providing national coverage of the UK.

It is the largest comprehensive tyre distributor supplying tyres for everything from cars and vans to trucks, coaches, forklifts, agricultural tractors and even construction plant.  In 2010 ATS Euromaster became the first national tyre expert to be accredited by both SAFEContractor and the Contractors Health and Safety Scheme (CHAS).  The company's technicians are amongst the most highly trained in the fast-fit industry, offering a
comprehensive range of products and services including tyres, fleet inspections, nitrogen inflation, brakes, batteries, shock absorbers, oil, exhausts, fault diagnostics, air-conditioning servicing and MOT testing .

In 2000 ATS Euromaster opened its brand new purpose built 60000 sq ft Customer Service Centre in Aston, Birmingham.

ATS now offer a range of products including Tyres, Brakes, Exhausts, Batteries, Shock Absorbers and the latest Nitrogen Inflation.

Services include MOT Testing, Wheel Balancing, Mobile Tyre Fitting, Vehicle Health Check and Diagnostics.

Business situation

ATS put out to tender their ACD telephony support.

ATS were looking for a supplier who could support them to a high level to meet their business requirements and expectations, but also at a competitive price.

Technical situation

ATS operate their Contact Centre telephony using the Aspect Spectrum ACD solution, including the Enterprise suite of peripherals that provide historical reporting and system configuration.

They also utilise an AgentView real-time wallboard solution, which uses information generated by the ACD to provide agent and call-flow statistics via wallboards and plasma screens in the contact centre.
Solution
The solution, which IISAS provided to ATS, was to offer a comprehensive support proposal, which included: -

  • An SLA tailored to the customer’s requirements
  • Weekly proactive system health checks
  • Fault rectification
  • Hardware replacement
  • High quality and competitively priced Professional Services as and when required.
  • Significant maintenance and support cost savings across a multi-year contract.

Benefits

Mike Collins of ATS Euromaster says:-

“IISAS have exceeded our expectations with regards to the standards of support provided. Their technical expertise is excellent and they adopt a proactive approach to supporting our systems. In addition we have made significant OPEX savings on previous service support costs”.

Testimonial

ats2

IISAS have exceeded our expectations with regards to the standards of support provided. Their technical expertise is excellent and they adopt a proactive approach to supporting our systems. In addition we have made significant OPEX savings on previous service support costs.

Mike Collins
Head of IT

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