Customer relationship management (CRM) in a call centre

Enterprise Fleet Services, USA, a division of Enterprise Rent-A-Car, provides vehicles on lease to companies that lease from 15 to 125 cars and trucks at a time To better service its 11,000 customers and its network of 65,000 affiliated service centres, Enterprise set up a call centre designed to meet the demands of providing managed vehicle care for their clients and handle 22,000 calls per month mainly from repair shops and service centres related to vehicle maintenance. To improve service and...

BPIR Categories

1.3.1 Build customer relationships
15.6.8 After-sales service/warranties/customer complaints