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
The client, a leading Indian automotive manufacturer, wanted HGS to provide support in handling customer complaints and answering customer queries, with a focus on enhanced CSAT. HGS provides pan-India, multilingual support to the client, and agents are trained to transfer calls based on the customer’s language request. HGS sorts customer calls into categories like breakdown calls, service calls, and new enquiries, to facilitate easier and better resolution.
Current and would-be customers know the products, recognize the competitive options, and can easily discern high quality. The young affluent, worldly professionals the client seeks to do business with expect the best. They want elegant statement vehicles with style and power. They demand prompt, reliable, and tailored attention.
With these considerations in mind, the client chose to:
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
Service level score vs. client SLA of 80% calls (in 30 secs)
CSAT score achieved vs. the initial score of 77%
Abandon rate vs. client SLA of 5%
by ensuring customer vehicle restoration within the client’s 12-hour and 48-hour timeframes