EATC KB Case Study

Mentech Success Stories

Revolutionizing Efficiency with Advanced Knowledge Base & CRM Systems

Driving Success with EATC

In partnership with EATC (Egyptian Automotive & Trading Co.), MENTECH implemented a state-of-the-art Knowledge Base (KB) and CRM systems designed to overcome significant operational challenges in Egypt. The project involved integrating a robust system to address the absence of client data and streamline support operations. This system enabled EATC’s agents to access vehicle information across four major automotive brands—Volkswagen, Skoda, Audi, and Seat within seconds, transforming customer service experience and optimizing operational efficiency.

About Our Client

EATC, a Leader in the Automotive Industry

EATC, a premier automotive distributor in Egypt, represents four globally recognized brands: Volkswagen, Skoda, Audi, and Seat. Renowned for its dedication to delivering high-quality vehicles and exceptional customer service, EATC faced the significant challenge of rebuilding a comprehensive customer database following the closure of Skoda's service center in Egypt.

Their collaboration with MENTECH marked a pivotal step in re-establishing their support framework and enhancing service delivery across all four brands.

Limited Customer Data

The closure of Skoda’s service center in Egypt left EATC with only basic customer details, such as names and vehicle chassis numbers (VINs), and no comprehensive database across the four brands.

Operational Bottlenecks

Without a streamlined system, agents wasted valuable time manually collecting and validating the 17-character VIN during interactions, significantly impacting Average Handle Time (AHT).

Support Complexity

EATC’s diverse portfolio of vehicles and customer needs required a sophisticated system capable of managing vast amounts of data efficiently.

Challenges

A Data Void and Operational Inefficiency

EATC’s primary challenges included

Solutions

An Innovative System for EATC

MENTECH designed and implemented a cutting-edge system tailored to EATC’s unique needs across Volkswagen, Skoda, Audi, and Seat.

VIN Lookup Integration

A breakthrough feature enabling agents to search for over 80,000 VINs across the four brands in under two seconds. The system displayed comprehensive vehicle details, including the owner’s name, car model, and manufacturing year, saving up to three minutes of AHT per interaction.

Advanced Search Engine

Featuring autocomplete, multi-level categorization, and instant results, agents could retrieve accurate information quickly, even with partial VIN inputs.

Multilingual Support

The platform supported multiple languages, catering to EATC’s diverse customer base.

Centralized Repository

The KB became a single source of truth, housing FAQs, manuals, and troubleshooting guides for EATC’s products.

User-Friendly Interface

Designed with simplicity in mind, the system ensured ease of use for agents and administrators, minimizing training requirements.

Glossary and Training Tools

Features such as a glossary for automotive terms and integrated quizzes for agent training enhanced knowledge retention and competency.

Key Outcomes: Transforming EATC's Support Landscape

The implementation of the Knowledge Base system resulted in remarkable outcomes for EATC:

Improved Agent Productivity

With an intuitive interface and centralized resources, agents experienced a smoother workflow, resulting in higher job satisfaction.

Optimized Customer Experience

Faster response times and accurate information delivery boosted customer satisfaction and loyalty.

Enhanced Data Access

Agents could instantly retrieve comprehensive vehicle details, ensuring faster and more accurate customer interactions.

Significant Time Savings

The VIN lookup feature reduced AHT by up to three minutes, significantly improving operational efficiency.

Data-Driven Insights

Advanced reporting tools provided actionable insights into agent activity, search patterns, and training effectiveness, driving continuous improvement.

Technologies and Tools

The MENTECH Framework

MENTECH utilized a range of advanced technologies to deliver a robust solution

Knowledge Management Platform

Built on a scalable, secure architecture supporting unlimited content types.

Robust Search Engine

Featuring instant indexing, autocomplete, and customizable filters for enhanced usability.

VIN Lookup System

A high-speed integration enabling real-time vehicle data retrieval.

Training and Quiz Modules

A pool of 300 customizable questions for agent training and certification.

Multilingual Support Tools

Ensuring accessibility for EATC’s diverse user base.

User and Admin Dashboards

Streamlined interfaces for managing content, users, and permissions.

MENTECH’s collaboration with EATC showcases the transformative power of tailored knowledge management solutions. By addressing critical data challenges and optimizing operational processes, MENTECH enabled EATC to rebuild and strengthen their customer support framework in Egypt.

This system stands as a testament to innovation, efficiency, and a shared commitment to excellence, ensuring customers across Volkswagen, Skoda, Audi, and Seat brands receive unparalleled service.