Building Long-Lasting Client Relationships via an Omnichannel Feedback Platform

A large auto club has successfully integrated AXIS’ MRTS with the club’s proprietary Membership Relationship Management (MRM) software, paving the way toward a true omnichannel client experience. The MRTS system provides a cohesive way of documenting, assigning, and responding to client requests across various channels and departments.

Embracing the Omnichannel Experience

With a powerful platform like AXIS’ MRTS, a client can make a request to any department, through any channel – phone, email, social media or in-person – and trust that it would always end up in a consistent location, where the auto club’s designated employees can easily handle them.

However, the auto club faced a challenge – AXIS’ MRTS had to integrate seamlessly with the auto club’s proprietary Membership system to be truly effective.

Bridging the Gap

To make the integration work, the auto club and AXIS developed APIs that embedded the functionalities of AXIS’ MRTS within the auto club’s MRM.

New capabilities

With the APIs in place, the auto club’s employees could use the auto club’s proprietary MRM system to:

• Receive alerts when a client has a request
• Enter or handle requests
• Access the client information needed to track a request, eliminating manual re-entry
• Automatically add new client information into AXIS’ MRTS, reducing manual data entry

A clean transition

By avoiding the cost of developing a custom feedback platform, the auto club was able to get everyone up to speed on the new request handling approach very quickly, ensuring a smooth and trouble-free transition for everyone involved.

Accurate data

By collecting its requests from all channels and departments in one place, the auto club leveraged AXIS’ MRTS to start collecting useful data on its clients (by channel and department), which the team could then use to implement meaningful process improvements to increase member satisfaction going forward.

The Omnichannel Future

With the ability to address requests from any channel and data to drive changes, this auto club is in the perfect position to build and maintain long-lasting client relationships for many years to come.