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Keno cleans up business with First Orion’s ENGAGE branded communication solution
Keno is an on-demand, car wash mobile app that sends services directly to a customer’s location.
Why Keno needed ENGAGE
42% of Ninja calls were going unanswered, frustrating both drivers and customers
Many customers prefer to wait until the driver arrives to unlock their vehicle – so when customers’ don’t answer the phone, it hinders operations. Ninjas must continue making several calls, sometimes over long periods of time, until they reach the customer.
Case Study
A True Game Changer for Keno
Prior to ENGAGE, Keno had an answer rate of 58% (November 2019). Within four months' time usig ENGAGE, Keno improved their answer rate to an amazing 92%.
92%
Increase
in answer rates
Better Customer-Driver Experience
High-Quality Customer Service
Higher answer rates mean Ninjas gain faster access to customers’ vehicles, spend less time waiting, and fulfill more washes with the same operational capacity. Employee satisfaction is up, as drivers now have the ability to earn more commission by completing more jobs during the same operating hours. In addition, customers who answer Keno’s call can prepare their vehicle ahead of arrival and observe service from the comfort of indoors.
Keno also regularly uses ENGAGE to deliver branded outbound customer service calls addressing feedback and complaints. Such calls are measured by call handling time, whereby longer duration produces the best customer result.
Pre-ENGAGE, longer conversations only accounted for 54% of the connections. Once ENGAGE was implemented, this rose to 87%, proving that when customers know Keno is calling, they are more likely to have meaningful calls that lead to a resolution.
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Customers Are Saying
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Resources
Branding Financial Calls: A Smart Investment – 2022 Financial Services Customer Communications Report
First Orion surveyed more than 5,000 U.S. mobile subscribers about their communication experiences with their financial service providers at the end of 2021. We conducted a follow-up survey in 2022 where another 1,000 U.S. mobile subscribers were asked questions to...
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