Case Study: Automotive
Support for CSAT and complaint resolution for a major automotive manufacturer
Using omnichannel voice of the customer (including video!) and data analytics to resolve and differentiate
Service level score of 88% vs. client SLA of 80% calls (in 30 secs)
Acheived CSAT score of 83% vs. initial score of 77%
Abandon rate of 4% vs. client SLA of 5%
Earlier, the client was facing a delay while generating reports. With the application of the CRM developed by HGS, creating reports was easier with all the call and email data available on one platform.
Ensuring customer vehicle restoration within the client’s 12-hour and 48-hour timeframes enhancing CSAT
When handling vehicle and spare parts sales enquiries, we use the CRM to record details of the customer sales query and then forward it to the client sales manager. We provide information about the vehicle and its features excluding the price details
“A positive work culture that includes, but isn’t limited to, refresher training and one-on-one interactions with the team and comprehensive training programmes have contributed to low team attrition.”
~ Suraj Rajan, HGS Operations Team Lead
88%
Service level score vs. client SLA of 80% calls (in 30 secs)
83%
CSAT score achieved vs. the initial score of 77%
4%
Abandon rate vs. client SLA of 5%
Enhancing CSAT
by ensuring customer vehicle restoration within the client’s 12-hour and 48-hour timeframes