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Intelligent Customer Journey Management

Practical use at ADAC Westphalia

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Smart CJM in practical ADAC operation

With over 21 million members, the ADAC (Allgemeiner Deutscher Automobil-Club) is the largest automobile association in Germany and one of the largest in Europe. The ADAC  is organized into 18 regional clubs, each serving specific areas within Germany and offers its members a wide range of services, including breakdown assistance, travel information, insurance and driver training programmes. The club also campaigns for drivers' rights, road safety and environmental protection. The organisation's yellow emergency vehicles and helicopters are a familiar sight and provide reliable assistance to drivers in need.

The Smart CJM team is proud that ADAC in Westphalia has opted for the Smart Customer eXperience solution. Our centralised platform makes it possible to seamlessly connect various aspects such as queue management, online appointments, digital signage and video telephony. Through this implementation, we are creating an intelligent bridge between the online and offline worlds, enabling ADAC to offer its customers an optimised customer experience. 

This is how the solution is used at the ADAC: 

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1. Appointment-Check-In

Customers can register quickly and easily at the terminal. Customers who have previously made an appointment online can either register using a QR code or their date of birth:

 

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2. Spontaneous visitors

Spontaneous customers without an appointment can select the desired service quickly and easily via a simple menu. By selecting their request, they are automatically routed to a qualified advisor who is familiar with the relevant subject area.

 

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3. Ticket printing

The customer then receives a ticket with a personalised waiting number. It is also possible to scan the QR code of the waiting number in order to track the personal waiting time and position in the queue directly on the mobile phone.

 

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4. Customer Call

While customers wait in the service area, a monitor informs them about ADAC news. The calls are displayed at the same time. Smart CX has been seamlessly integrated into a digital signage system. The screen indicates to customers which consultation slot is reserved for them. In this way, customers can quickly and easily find their way to their assigned advisor and receive focussed advice that meets their needs.

 

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5. Customer Service

Our efficient process enables the consultant responsible to identify the customer's needs in advance and prepare for the meeting in the best possible way. In this way, we ensure that every customer receives personalised and expert advice that is precisely tailored to their needs. In addition, the end of the consultation is documented in Smart CX, which records the duration of the consultation. This makes it possible to plan the consultation more accurately.

 

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6. Analyses & Reporting

The Smart Panel gives the branch manager a live view of the intelligent queue management system. Here he can see visitors being processed in real time and monitor the average waiting time at any given moment. This direct integration into operations enables them to make quick decisions to continuously improve the customer experience. Smart CX also offers reporting with comprehensive key figures for efficiency optimisation, usage analysis and capacity planning.

All at a glance

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Overview of the use of Smart CJM Customer eXperience at the ADAC office in Soest.

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Challenges
  • Connection of queue management, online appointments, digital signage and video telephony
  • Customers with online appointments and spontaneous customers can be recorded by the system
  • Connection of on-site sales with the digital world on the Internet
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Solution
  • Smart Customer eXperience
  • Smart Online appointment booking
  • Smart Terminal for spontaneous customers and for appointment check-in
  • Use of Smart digital signage screens
  • Provision of analysis tools
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Advantages
  • Significant increase in efficiency
  • Increase in employee satisfaction Increase in customer satisfaction
  • Combination of online appointments with spontaneous customers
  • Perfect employee planning through reporting & analysis tools
  • Simple implementation
  • Modular system

Increased efficiency and greater customer and employee satisfaction

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