Overview
The Client is a leading manufacturer of a wide variety of “Made-to-Stock” as well as “Make-to-order” electrical equipments and products. Its product portfolio includes three broad Business groups. Power Systems, Industrial Systems & Consumer Products. Nearly, two-thirds of it's turnover accrues from product lines in which it enjoys a leadership position

Business Need – Customer Complaint Life Cycle Management

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

ATL’s Solution
ATL Designed & developed a workflow based repeatable and measurable system in order to address customer’s service requests.

• Scale the level of Services with the help of various methodologies like customer feedback, escalation, SLA measurement etc.
• Consolidate the spares needs of its affiliates/service contractors in order to speedy resolution of customer service.
• Measure the product performance by various facts & dimensions and collate the six sigma centric product defect information<./li>
• Facilitate post service feedback

Benefits
Facilitating monitoring & improving of customer service efficiency level. A nation wide Toll Free number with multi lingual support. Increased Customer satisfaction & brand loyalty. Customer database for profiling & Campaigns