Case Study: Automotive
Creating a positive brand perception for a luxury automotive brand
HGS exceeds expectations of a new luxury automobile manufacturer while serving as a liaison between dealers and end-customers
To cater to the individual needs of every customer, the client offers dedicated relationship managers who are the first point of contact for customer queries and issues. However, this is mostly for post sales. HGS is the first point of contact for pre-sales and sales queries.
The client’s end customers are high net worth individuals (HNIs); therefore, there are high risks associated with response and perception management for this client. HGS is trusted to handle customer care and perception management services.
HGS manages all queries related to products during pre-sales and sales.
HGS agents are also trained in providing information related to after-sales queries like insurance, car service, and roadside assistance, as HGS is the second point of contact for all customers if they cannot reach the dedicated relationship manager.
HGS provides 24/7 inbound and outbound voice support for enquiries, sales, after- sales, complaints handling, concierge services, and email support. The contact center team provides customers with information on the products available along with other relevant details. Along with current clients, the HGS contact centre also fields calls from prospective buyers as well as people who might complain and tarnish the brand image.
HGS also provides social media support and perception management services. We provide 24/7 support to customer queries on Instagram and Facebook and have an SLA of fiteen minutes to reply to customer posts. We are also launching support for customer queries on Twitter.
To ensure that we can cater to the client’s high-profile customers, we have established stringent hiring and training parameters that help source the best performing employees. Qualifying candidates are college graduates with considerable work experience in the field, and spoken English and local language proficiency.
HGS employees are then trained by SMEs from the client’s organization on products, soft skills, and social media management skills.
For all three levels of services, HGS acts as a liaison between the dealership and end customers until all queries and issues are resolved, creating a seamless communication channel. To ensure tracking and measurement, agents are required to follow the client’s SOP and report on every case using the client’s case management tool.
service level score achieved, exceeding client expectation at 99%
No calls abandoned,
performing beyond SLA of 1%
FCR rate surpassing client SLA of 95%
email queries answered in 15 minutes
of social media queries answered in 15 minutes meeting client SLA of 15 minutes
quality rate scored versus client’s target of 85%