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Koç

Delivering an instant service model through WhatsApp chatbot integration

About The Customer

Koç Holding is Turkey’s leading investment holding company, delivering many breakthroughs since its foundation in 1926. Its turnover and exports make it the biggest conglomerate of companies in Turkey. Listed on the Fortune Global 500, Koç Holding has leading positions in the energy, automotive, consumer durables, and finance sectors.

The Koç Group manage activities according to international standards of corporate governance, customer satisfaction, sustainability and social responsibility.

The Challenge

The scale of Koç and its many departments and business units means that the organisation needs to process hundreds of services daily. Staff had been using multiple methods to contact and request services creating a complex and chaotic and time consuming process.

Koç created an IT and HR Service Catalogue with considerable effort, but this did not resolve issues with time being allocated to repetitive services tasks. This meant that Koç were finding it difficult to maintain the system and to also keep up to date with the technologies and approaches that would improve user service.

The Autom Mate Solution

The WhatsApp integration offered by Autom Mate enabled Koc to connect Xurrent (ITSM / ESM) with various websites, HR and IT services, API’s and the local intranet.
 
End users can now easily access all IT and HR services via WhatsApp, without having to use a new channel, and can check the status of problems or requests they have open. They can now simply ask a question like “What is todays menu?” or “What is the live status of KOC HOLDING shares” and receive an instant response.
 
The solution has resulted in happier end-users, without needing to change their habits. They can easily access the services offered regardless of location and without having to need of VPN.
 
The workload of IT and HR business units has been significantly reduced. They now offer automated services to end-users instantly, hassle free and reportable, directly to their smartphones.
We now have a fully automated Service Catalogue. This has delivered time-saving, cost control, improved customer experience, and a predictable service management model.
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