Digital Adoption helped leading auto dealer improve Customer Satisfaction Rating by over 90%
Automobile Sector | Services Bot Implementation
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
| Client Statistics | |
|---|---|
| No of tele-calling agents | 191 |
| No of Requests per day | 165 |
| No of interactions per Request | 13 |
40%
improvement in on-spot servicing instead of towing it to the workshop
50%
reduction in call handling expenses
80%
Happy Customers
Solution Overview
- UNFYD® CRM End-2-End internal Service management orchestration from identifying the right Area Service to tracking the actions on service requests across various locations by customers through call
- UNFYD® FSM - Mobile enabled Application to facilitate the service/ field engineers to be able to execute the and reach out to the customers for assistance
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