Overview
The client is a giant in automobile industry and part of one of the leading car manufacturer fleet.

Business Need – Customer Post Sales Feedback Collection.

The need was to develop a repeatable & sustainable process for Customer Complaint life Cycle Management & Customer Satisfaction. Customer information & Cost of Service was not readily available. Another need was also felt to profile the actual users/customer in order to increase the reach to the customer

Client has a strong dealer network in order to enable customer orientation in sales and delivery. Client has a feedback process for the services extended by its dealer network. At the time of delivery of Car, customer is given a feedback form which is to be filled by customer and posted back to the client.

The current percentage of the feedback per car sold is 2-4% which is very low.

ATL’s Solution
Since the manual process of feedback input and collection leads to various losses like Transit Loss, multichannel collection loss etc was lowering the customer feedback collection to 2-4%.

ATL Designed a complete web enabled customer post sales feedback portal for collecting the feedback. Customer is emailed, Texted the URL of the feedback portal where he can add the feedback by using the centralized feedback database.

• Customer Profiling and registration.
• Customer feedback collection.
• Customer complaint handling and recording of corrective actions.<./li>
• Various MIS in order to improve customer satisfaction

Benefits
    Instant, accurate centralized feedback collection
    Rise in feedback collection from 2-4% to 12-14%.
    Clear Visibility of complaint redressal
    Complaint Profiling
    Customer Profiling