Digital Adoption helped leading auto dealer improve Customer Satisfaction Rating by over 90%

Overview

Large automotive dealer in India which offered roadside assistance to its customers were managing the service requests using 180+ tele-calling agents. They handled calls from customers across the country and redirected the calls to nearest service stations. This was turning out to be an expensive proposition plus there was no mechanism to track the service completion without multiple outgoing calls. Often service engineer had to tow the vehicle back to their service station since he was not prepared with right toolkit for the problem. With a well-stitched service CRM, the entire orchestration of the service request at various stages have been automated to be performed with real time tracking and monitoring