Challenges
- Manually handling pre and post sales Customer queries, issues, complaints across limited channels
- Unable to match the rapid Customer growth and increasing expectations
- Lack of a common platform across the ecosystem
- Deteriorating Customer service & Increasing costs
Solutions
- Talisma enterprise CRM across HO, ROs, ASCs, for managing customer interactions across multiple channels
- Automatic trigger based SMS alerts and notifications across the interaction lifecycle
- PIN Code mapping based assignment to ensure assignment to ASCs in customer vicinity
- Automated routing, escalation & SLA management
Results
- Significant reduction in support costs due to automation of processes & increase in agent productivity
- Cost savings due to deflection to cost effective channels – E-mail, Chat & SMS (for trivial queries)
- Seamless collaboration across for faster resolution improving the customer service experience
- Improved key metrics – Increased FCRs, reduced AHT, better SLA & TAT compliance
- Better monitoring, tracking and visibility at the Senior management level providing them actionable insights