Customer storySoftware
Pango raised customer satisfaction by 20%
An app 2.5 million drivers use for parking, tolls, refueling and rescue, a service center taking more than 70,000 inquiries a month, and six weeks from the first workshop to launch.
Pango is a leading app for intelligent transportation, and as part of the process of increasing the number of services we provide, we must have a platform that can manage and make accessible the wide range of knowledge and organizational intelligence accumulated in Pango and allow us to continue to increase our competitive advantage in customer service. Together with ClearMash, we have dramatically improved the level of customer service we provide to customers.
Pango at a glance
- Industry
- AutoTech
- Inquiries per month
- +70,000
- Service agents
- 100+
- Customers
- 2.5 million
What Pango measured
What changed, in Pango’s own numbers.
- 60% Service Agent Satisfaction Score
- 50% Service agent training duration decrease
- 66% Second-level support decrease
- 20% Customer Satisfaction Score (CSAT) increase
- 26% Inquiry handling time reduction
About Pango
Pango is the most popular app in the market for intelligent transportation. With over 14 years of operation, over 2.5 million drivers, and over 15,000 business customers. Pango provides the driver with transportation payments and related services in one application to improve the driver experience and save time and money. The app enables refueling services at gas stations, travel on public transportation, payment on toll roads, rescue service, and more. In addition to paying for parking in 75 authorities and parking in over 400 parking lots throughout the country, the company provides complementary services to its customers who own vehicles, including car checkups and car insurance.
ClearMash in Pango
Operating the platform in Pango has significantly upgraded the usage and utilization of existing knowledge in the organization. Extraction of knowledge through rapid access and advanced dynamic display of knowledge has dramatically improved the service KPIs of Pango’s service centers. At Pango, the quantitative KPIs that were measured reflect improvement for customers and service representatives. In addition to the Pango service metrics, they had managed to preserve a great deal of tacit knowledge that could not be collected before, which further increased the benefits received over the years.
Over the years, I have worked with several knowledge management systems for customer service, but no system is as high quality as the ClearMash platform; from the intelligent search that helps representatives get the information simply and quickly to the flexible visibility of knowledge items. The number of referrals for second-level support and staff work has dropped significantly since we started using the system, and the representatives are much more independent. As the knowledge manager, I have very advanced capabilities to control the knowledge simply and effectively. Moreover, we now have rapid communication with representatives and effective feedback for continuous improvement. I measure and see a consistent increase in the level of knowledge and satisfaction of representatives and customers since the launch of ClearMash.
The Deployment
ClearMash’s implementation team worked with Pango’s knowledge manager to ensure that the implementation would be successful, efficient, and effective; within six weeks, the ClearMash cloud environment was ready for launch. Pango is using a wide range of capabilities on the ClearMash platform. Service representatives use guided processes that help them navigate complex scenarios and support processes, dynamic knowledge expansions that allow the representative to add organizational wisdom to customer questions, parking calculators, and many other capabilities. In addition, representatives use ClearMash’s artificial intelligence search engine and receive knowledge recommendations based on the relevant context. Outside the operation hours, the service representatives take knowledge tests, ask questions, and provide feedback on knowledge items to identify gaps and continuously improve the knowledge in the platform.
In their own words
As a company that combines advanced technology with road services for the general public, we put the quality of service at the top of our goals. Customers contact us on various topics, from parking costs on the street and hundreds of parking lots in the country to order car checkups. Using the ClearMash platform, we make our professional knowledge available to our representatives with a quick and accurate search that has proven to affect the level of customer satisfaction. Beyond the quantitative metrics that can be measured, the profit we get from satisfied customers is invaluable. Since we launched the platform, we have been receiving “thank you” letters from many B2B customers.
And from the service agents themselves
The service floor, in its own words.
The system helps me a lot to provide a professional and fast service.
Ilana A stunning system that helps with everything.
Ariel The system helps me a lot.
Bell a very efficient, convenient, and straightforward platform. I use processes in almost every conversation, and the scripts help me explain information to clients much better.
Maayan the system provides a solution to each issue in a detailed and convenient way with examples, etc.
May The system works great, easy to get around.
Hagit A convenient and easy to use system.
Hadas The system provides us with fast and efficient information during a call, and it is excellent.
Sahar Really great system; I really enjoy it.
Rachel The system helps me a lot in providing answers to customers.
Shenahv I am very pleased with the system, it is efficient, it is easy to search and find what you want, and the answers are detailed.
Sarah
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