Cement major improves customer satisfaction especially in class c & d towns
Manufacturing
Indian cement major creates huge engagement and improves channel partner satisfaction by massive 35% with help of ABMPL's extraordinary reach especially in Class C & D towns leading to double-digit sales growth
Client early on faced issues in resolving piled up redemption and high complaints ratio. Moreover although highly engaging reward automobile voucher fulfillment posed number of challenges. Once ABMPL was brought in, it realized the crucial intricacies in vouchers and put stress on prompt complaint management. The dedicated services helped client have successful automobile delivery model and massive customer satisfaction.
The Problem
Very low satisfaction of the customer
High number of complaints and delayed addressal
Pile up of redemption since no serviceability in Class C & D towns
Issues with Channel Communication
Challenges
Tie-ups with all leading brands of automobiles
Ensure effective communication with the channel members and dealers
Put forth Complaints resolution mechanism and clear all previously piled up complaints
Maintain delivery TAT’s of 6-7 days even in the case of Automobile Vouchers
Affordable and Scalable Offering
Solution
ABMPL thoroughly studied the client’s requirements and reasons behind less customer satisfaction ratio. Identifying the causes ABMPL put in proper processes and systems in built a automobile redemption model, that took care of dealer issues and their problems. With right technology deployment and workforce management ABMPL ensured effective communication, immediate complaint resolution and alternatives to customer’s problems.
Results
ABMPL’s flexibility and understanding of customer’s needs coupled with its logistics network helped client have almost an automated voucher cycle in place. The effort helped us made a model where the entire voucher cycle execution from redemption to customer’s delivery acknowledgement was now taking place in not more than 8 days including channel members in the Class C & D towns.
By the numbers, the effort led to:
Reduced complaints ratio by 60%
Increased customer satisfaction by 35%
Increased Revenue in the next annual financial year by 20%