Competition drives tech upgrade in Kuwait automotive industry

Implemented by CyberMAK, a Kuwait based ACCPAC partner, the solution is aimed at fine tuning its customer service and back office systems.

"As the organization's business grew, AutoMak needed a technology upgrade that would align all of its back-office operations, and ultimately ensure the delivery of the best customer service in the market," said M.C. Prasad, Software Business Unit Manager, CyberMAK Information Systems. "The new system connects 10 users over two separate service centers while ensuring open communication and a comprehensive system, giving AutoMak's employees and management the ability to take customer service to an entirely new level and to keep up its impressive rate of growth."

Having tracked all customer service calls on paper in the past, AutoMak General Manager Mr. Ghazi Omar sought a solution that would automate processes while increasing on efficiency. In line with recording and tracking all customer service calls, AutoMak needed a workflow based solution that would routinely update AutoMak's two service centers on availability of replacement cars and drivers. Such services would guarantee swift and efficient customer service operations as well as retain accurate data on all related expenses.

In view of its massive expansion, AutoMak needed a comprehensive CRM office that provided scalability and efficiency while maintaining cost-effective measures. "We aim to operate at the highest levels of customer service possible," said Mr. Gazi Omar, General Manager, AutoMak. "Our business grew to a point where our service operators were no longer able to keep pace with the volume of calls we were receiving for lease and rentals; we needed a solution. ACCPAC CRM enabled us to underpin our customer service operations while allowing for further expansion."

ACCPAC CRM allows service center employees to keep track of all cars and owner related details; Assistance in updating all concerned employees throughout the stages of a service call is provided. ACCPAC CRM also tabulates all related costs and keeps all customers updated through an automated SMS/email service.

Al Kharafi group's automotive arm has been at the forefront of the fleet rental industry since its establishment in 2002. Automak's performance far outstripped its initial forecast of owning 1400 units by the end of 2004 and is presently operating with 3800 units in leasing and short term rentals business.

Marc Van der Ven, General Manager of ACCPAC Middle East, ended: "Business in Kuwait is witnessing a steady rise. With this growth comes an inherent need to enhance operational efficiency to keep up with competition and market demand. ACCPAC business solutions are customisable, flexible and integrate with back-office systems already in place. Our partners are skilled professionals who understand their markets' needs, who understand the ACCPAC product, and who provide their customers with the required training and support. Our continued expansion in this region is due to the reliability of the ACCPAC brand and the commitment of our partners."