CUSTOMER SUCCESS STORY

Efficient Case Management with Salesforce Service Cloud for Automotive Manufacturer

Optimized Case Management System for a leading Automobile Manufacturer

The Client is a major motorcycle manufacturer in India, with a global presence across 40 countries. The company is committed to sustainable mobility and has been focusing on its electric vehicle line, which offers eco-friendly and affordable transportation solutions such as electric scooters, bikes, and three-wheelers.

Challenges

  • The Client faced inefficiencies in their ticketing processes, resulting in problems with ticket assignment and transfer.
  • Building a single customer engagement platform for service professionals from different Business Units, with real-time customer-360 view.
  • They required a chatbot that could communicate with the customers without manual intervention to streamline their customer service operations.
  • They needed the chatbot to connect with an external payment gateway to process transactions and payments.

Solution

  • Salesforce Service Cloud for handling all aspects of case management for its 25K strong corporate team.
  • Setting up service console to address various customer service requirements.
  • Configure Case Assignment rules, Routing configurations using Omni-channel features supported with SLA management.
  • Configured the system to capture service request & test ride requests with support for appointment creation and rescheduling functionalities. 
  • Digital Engagement with Integrated Chatbot/WhatsApp, which can assist customers at every step and almost remove the agents’ dependency.
  • CTI integration for lead nurturing via inbound and outbound channels to enable the agents to support the sales team.

Benefits

  • Omni-channel and Digital Engagement features helped the Client to achieve significant reduction in response time to customer inquiries.
  • Client achieved around 15% reduction in average handle time, enabling agents to handle more cases in less time.
  • Around 23% increase in the efficiency and productivity of the support team, with the ability to centralize customer engagement data on a single platform.
  • Faster response times and consistent support across all channels using conversational bot to handle common inquiries and support tasks.

Go deeper

COMPANY

Motorcycle manufacturer

COUNTRY

India

INDUSTRY

Automobile Manufacturing

PRODUCTS OR SERVICES

CRMIT embodies the values of reliability and excellence, delivering high-quality solutions that consistently exceed expectations. Working with them has been a pleasure, and I highly recommend them as a skilled and trustworthy partner.

Senior Manager, Portfolio Services Leader | Salesforce

 

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