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CASE STUDY

Enhanced productivity, increased footfall and introduced quality metrics for one of the leading multi-brand used car company

CLIENT PROFILE

Our client is the country’s preferred used car company and is the only organized multi-brand player, with multiple outlets across cities in India..

CHALLENGES

The client had a serious concern in sales and end-customer life cycle management - a few critical business issues given below:

  • Difficulty to manage the productivity of different outlets
  • Workforce concern to control the footfall at outlets
  • Lack of structured Sales and Marketing
  • Lack of quality metric

SOLUTION

SBS provided the following solutions to address the above challenges:

  • SBS became one point of contact for lead generation / end-customer acquisition for all Outlets
  • Streamlined activities of Post Service Feedback and Complaint Management
  • Providing structured footfall for both Acquisition ( New) & Service Reminder Calling ( Existing ) to end-customers
  • Centralising all inbound complaints and query management. Assisting customer in various third party campaigns like Just Dial
  • SMS integrated solution to remind customers about appointment and outlet details
  • Implementation of logic in CRM for calling the customers at different timelines specified by end customers
  • Customer Dissatisfaction VOC for the respective outlet every week to improve the service quality
  • Usage of CRM tool for monitoring the team performances E.g..( Hourly Tracker, APR reports)
  • Essential activities organised by Team leaders and Quality team to increase the agent productivity and to boost up the agent call quality. (Ex. Live Barging, Side By Side agents Monitoring etc.)
  • Verification of leads for a better conversion ratio
  • 100% call recording for leads generation
  • 100% back up for the data received from the customer

BENEFITS

  • End-Customer Acquisitions increased four-fold in 24 months
  • Geography for Lead generation increased from 9 to 28
  • Conversion per agent per day increased from 0.5 to 2
  • Increase in agent count from 4 to 27
  • Maintained 100% process compliance
  • Fatal error maintained below 1%
  • Consistently maintained high levels of process qualityt
  • 100% adherence to the Customer on boarding process