Challenges
- Lack of a common platform to resolve Auto spare parts related queries /issues raised by the vast dealer network
- Disparate systems being used to manage Customer queries & complaints across multiple touch-points
- No Centralized system to manage new policy issuance and renewals related outbound/inbound communication
- Absence of unified view of all the customer associations
- Poor visibility and tracking across the ecosystem
Solutions
- Talisma Dealer Portal Solution for the dealers spread across India to directly log and keep track of any queries / issues related to vehicle spare parts with the Maruti HO
- Talisma enterprise CRM across HO, RO and Dealer Network to manage Customer Vehicle Service related Issues and Complaints through multiple touch points
- Automation of the New Policy Issuance & Renewal process
- Integration with DMS & other legacy systems
Results
- Unified communication platform to enable different internal and external stakeholders to collaborate and provide faster re
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solution of issues
- Empowered top management to get better actionable insights
- Improved collaboration, monitoring and tracking across the entire ecosystem leading to reduced AHT, better SLA/TAT compliance
- Holistic view of Customer associations, Interactions, Vehicles, Service, Policies enabling Maruti to engage in personalized communication with customer thereby enhancing overall customer experience