Case Studies -Customer Service and Service Coordination (L1 & L2 support)

Client is in automotive sector and has memberships for car maintenance across South India. Whenever a customer of the client requires car service (breakdown or routine) or other services such as cab, hotel or any other that their memberships entitle them to, call the CB center. In the case of maintenance requirement, CB agent coordinates with the client’s authorized service centers who are business partners. Through intense conferencing between the service center, client and customer maintenance arrangements are made. The Process up to fulfillment is tracked and customer feedback taken.

Benefits: The process has been extremely successful for the client and they have quadrupled the memberships over a couple of years.