JSE-listed MB Technologies` subsidiary, MB Worksoft, has been appointed by Ford SA to establish and run its total Customer Relationship Centre operation for the next two years.
The appointment means that Call Centre Nucleus (CCN), MB Worksoft`s call centre outsourcing division, will provide complete implementation and outsourcing of sophisticated CRM-enabled call centre facilities for Ford locally.
Exact costs of the multimillion rand deal were not disclosed.
According to Mark Gilfillan, Managing Director of MB Worksoft, outsourcing this function to CCN will free Ford to concentrate on increasing market share and establishing its African footprint.
In line with Ford`s call centre spec, CCN has established a dedicated area for Ford within its existing call centre facility in Rivonia, Sandton, where a Ford look and feel and culture will be established.
Running off CCN`s central infrastructure, which includes the Alcatel 4400 communications platform, CTI, Mercom voice logger and redundant power backup, the CRM application, Cincom Encompass, is fully customised to Ford`s requirements. Initially integrated to mail and fax, it will allow rapid implementation of unified messaging, workflow and web integration when Ford requires it.
"One of our differentiators is our ability to create a customised solution at a competitive price," says CCN MD John Poulton. "The call centre is designed to fit in with Ford`s exact requirements now, be scalable for the future and staffed with dedicated operators who have experience in the motor industry and the issues affecting quality customer care."
Dan Pillay, Director of Customer Services at Ford says, "The motor industry is very competitive and Ford expects high levels of service. We place a great deal of emphasis on customer relationship management and, as such, the call centre is the hub of our Customer Relationship Management programme."
Adds Pillay, "CCN was able to satisfy a list of stringent requirements and get the call centre up and running in record time. We expect our customers and dealers will find that the call centre is an excellent line of communication, enhancing their relationship with Ford."
The call centre was officially opened by Mr. Marcos Oliveira, Managing Director, Ford Motor Company Southern Africa.
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