Customer Complaint Resolution and Support for a Major Indian Automobile Manufacturer
The client wanted HGS to support their aim in improving customer satisfaction. The objective, from the outset, was to increase engagement with end customers to ensure a steady stream of revenue from existing client customers.
What We Did:
HGS works closely with the client to provide complete support and assistance on breakdown calls to customers. We resolve customer complaints and answer their queries. HGS drives customer feedback sourcing and the CSAT process. HGS also supports the "Tatkal" program, an emergency support for vehicles stranded on national highways. When a vehicle breaks down on a national highway, the client's service team responds to the customer within four hours of receiving the complaint, and the vehicle is restored within 48 hours.
HGS has driven significant ROI for the client, including:
- 99% customer response rate
- 94% vehicle restoration rate within 48 hours
- 94% CSAT
- 240 seconds AHT
- 85% quality score achieved
- 80% calls received within 30 seconds