Customer Relationship Management Case Studies

Online Ordering Program for World’s No 1 Beverages Company

Objective

Its initiative is to take advantage of the rapid growth of e-commerce and provide consumers an added avenue of choosing and ordering beverages. This is a step of Beverage measure’s India’s efforts of being within easy reach of the consumers.

Concept

This beverage measure is based on the concept of how do we expand our reach in a direct to consumer format giving him all the options and convenience alike typical e-commerce firm (due to changing customer’s buying behavior habits) without cannibalizing their conventional/model channel

It beliefs in providing home convenience to consumer, more than building profits.

Program Highlights

Delivery for order value less than 100

Website as well as Mobile Application

Personalized linguistic Assistance & Support

Discount and Offers

Return and Delivery Policy

Assistance in beverage selection

Delivery at the door step

Effective Complaint Management System

Program Milestones

Launch Phase Started on 17th December 2013 with single operating city Ahmedabad, followed by Bangalore.

  • Concept was not clear to the customers
  • Very limited data
  • No offers,
  • Early inaugural days & city to deliver.

Stabilization Phase 5 more cities were added (Chennai, Hyderabad, Pune and Gandhi Nagar). Started serving 7 cities in total No of order increased to 15,000

  • In this phase we have partially overcome with some of the challenges
  • Data was still limited.
  • Offers were also not so attractive.
  • Logistic Challenges

Growth Phase – Operation started in Noida city as well. Started serving in 8 cities and order count has also increased to 25,000 (6months). There is a vast difference if we see since the time of launch till date in terms of:

  • Order number
  • Order value
  • Repeat orders counts
Benefits to Business
  • Enhancement in business growth
  • Superior service level achieved
  • Reduction in delivery cost
  • Reduction in escalations
  • Established new benchmark
  • Seamless Transition
  • Customer becomes close by regular reach
Benefits to Customer

Customer satisfaction

  • Reducing the gap b/w customer & company

Growth of Business

  • Pushed customer for sales to avail the benefits and getting recognized

Ease for understanding

  • Now, they can understand the (linguistic promo & offers)
Challenges
  • Limited & Low Quality Data
  • Delivery Issues
  • Available for less consumers ( Only in few cities)
  • website not so user-friendly
  • Website’s frequent down-times affecting order punching
  • Cancellation option available for customers
  • Less attractive offers or schemes as compared to other e-Commerce business
Vision Ahead
  • Increase in the number of orders
  • Customer’s feedback from research
  • Offers as per customer’s taste and expectation
  • Improvement in product line & product quality
  • Increase in customer satisfaction & Complaints Resolution

To know more about Online Ordering Program in details please download the full case study document from the link given!

[download id=”3665″]

Customer Service Management Program for Smart Phone Company in India

Objective

We create a resilient and customer centric organization for a superior customer experience for the smart phones business. A business strategy that aims to understand, anticipate, manage and personalize the needs of an organization’s current and potential customers.

Concept

A successful CRM implementation will allow your Customer Service, Sales and Marketing people (and anyone else in your organization) to have a holistic view of each and every one of your customers. By enabling the CRM we can make quick, informed decisions, and deliver personalized Customer Care.

Program Manager & Team Manager

Relationship Specialists

Channel Partner

Program Highlights

CRM Platform and Dashboard

Customer Interactions Management Tool

End-to-End Online Support Management Tools

Database Design and Management

UAT and Maintenance

Effective written complaint management system

3rd Party Integration

Business Excellence & Benchmarking

One Stop Contact for all Sales and Services

Program MIlestones

Launch Phase Started on July’14 with customer interaction and troubleshoot

Stabilization Phase then developed services management’s service coordination system with service center

Growth Phase Customer insights, VOC positive and negative, supply chain optimization

Benefits to Business
  • Routine tasks integration with CRM to increase efficiency
  • Superior service level achieved
  • Reduces overall service delivery cost
  • Gaining market share
  • Standardized Procedure
  • Real time outputs and information
Benefits to Business

Helps at every single customer touch-point

  • comprehensive view of the customers, empowering them

Increase in Customer satisfaction

  • Complete transparency between the Service Team and customer or dealer etc and acess to warranty & renewal information, making that a new, profitable revenue stream.

Decraese in costs

  • Prompt reply, customer’s information available easily & helps them to focus on opportunities
Challenges
  • less number of services centers
  • Coordination with the teams
  • Responding to changing customer’s need
  • To check/trace the live status of the handset?
  • Database Management
  • System downtime or unavoidable system issues
Vision Ahead
  • Enhance the coordination with the services center
  • Web based and Analytics driven
  • Increase the number of service centers
  • Standalone CRM System
  • Text Based Analytics (VOC)

To know more about Customer Support Program for Smart Phones in details please download the full case study document from the link given!

[download id=”3615″]

Customer Engagement Program for Pesticides Product

Objective

The main objective is to help farmers realize possibilities by informing them and being in touch with them in other words connecting with them. The impossible becomes possible only when a powerful tool like this is used as per label directions. Farmers can then realize abundant and this helped this product to be known among all. The maximum benefits are best experienced when it is used efficiently at early crop stage.

Concept

This program is based on the concept of aspects:

Dosage (Handhold of farmers)

Taking feedback from the farmers for further analysis

Farmer

Getting necessary information from the retailers and Farmer Help-desk whenever needed

Farmer Help-Desk

After receiving the data from retailers, help-desk calls farmers (stage1 & stage 2) to assist, support & feedbacks

Retailers

Farmer’s buys crop products from them and they forward the data to the help-desk for further processing

Program Highlights

End-to-End Farmers Support

Direct calls for farmers

Feedback calls regarding the usage

Awareness Calling

Analysis of the feedback from the farmers

Shooting the results to the clients and team

Crop-wise yield satisfaction study

Satisfaction level study

Net Promotor Score (NPS) study

Insects Resistance & Pest Management Programs

Program Milestones

Establish 1500+ successful calls providing them end-to-end support and assistance

We were able to establish the efficacy and effectiveness the Program

76% of the farmers are aware of the product

63% bought the product out of 76% after getting aware about it

79% farmers are staisfied with the performance of the product in the year 2015.

Satisfied respondents increased by 7% as compared to year 2014

Benefits to Business
  • Enhancement in business growth
  • Superior service level achieved
  • Reduction in escalations
  • Established new benchmark
  • Customer came close by regular reach
  • Sustainable supply of high quality food
  • Enhanced biodiversity
Benefits to Farmers

Customer satisfaction

  • Reducing the gap b/w customer & company

Growth of Business

  • Pushed customer for sales to avail the benefits and getting recognized

Helps to produce more with less land

  • farmers are able to produce bigger crop on less land

Helps to reduce water borne and insect transmitted diseases

Challenges
  • Limited & Low Quality Data
  • Database in proper format
  • Briefing or clarification on files received from different sources
  • End-to-end Process Automation (CRM application for support center )
  • More information about farmers from retailers
  • Use of old data for Up selling
Vision Ahead
  • Farmer penetration
  • Proper usage and effectiveness of the yield
  • Alert and RND (decrease in crop yield intimation)
  • Improvement in product line & product quality
  • Increase in customer satisfaction & Complaints Resolution

If you wish know more about Customer Engagement Program for Pesticides Product please download the full case study document from link given!

[download id=”3625″]

Farmer Helpdesk Program for Crop Protection Company

Objective

The objective of the scheme has been to make agriculture knowledge available at free of cost to the farmers as and when desired.

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Objective

The Farmer Help-desk Call Center services are available at a common toll free telephone number which can be dialed from anywhere in the country (limited states). The location is immaterial as the calls can originate from any village to land at a specific call center and a specific seat which would be answered by an agriculture graduate knowing the local language and having a complete understanding of the process and the local agricultural issues.

 

Team Manager

Relationship Specialists (linguistic)

Doctor/AMM/ASM

Client

Program Highlights

Direct call Landing Service

Personalized Linguistic Assistance & Support

Feedback Management System

Emergency Complaint Management

Effective Query Management

Effective Request Management

Research to study Consumer Behavior

Benefits to Business
  • Enhancement in business growth
  • Superior service level achieved
  • Reduction in escalations
  • Established new benchmark
  • Standardized Procedure
  • Customer coming close by regular reach
  • Bring families and communities together by working toward a common goal
Benefits to Farmers

Improved customer service

Customer satisfaction

  • Reducing the gap b/w customer & company

Growth of Business

  • Pushed customer for sales to avail the benefits and getting recognized

Ease for understanding

  • Now, they can understand the (linguistic promo & offers)
Challenges
  • Farmer’s awareness about Farmer Help-desk
  • Farmer’s reach and their trust on this program
  • Getting each and every concerns addressed or solved
  • Updated Farmer help-desk recommendation sheet
  • Percentage of water also updated in the recommendation sheet
  • Available for only in few cities
  • Personalized and linguistic relationship specialists
  • 24 hours dedicated inbound login (receiving calls in non working hours)
Vision Ahead
  • Increase in the number of Calls
  • Customer’s Behavior Study from calls
  • Improvement in call quality
  • Increase in customer satisfaction & Complaints Res0lution

If you wish know more about Farmer Help-desk Program for Crop Protection Company in details please download the full the case study document from the given link!

[download id=”3617″]

Customer Relationship Management Program for Leading Agricultural Equipment Brand

Objective

With the widest range of agricultural equipment and farm mechanization solution, it has a huge potential and objective to unleash new avenues and cater to the needs of emerging agricultural market. It has taken farm mechanization to new level and has helped farmers to enhance productivity resulting in smarter returns.

Concept

The concept of the program has on 4 main aspects:

Lead Aggregation Lifecycle Management

Leads Sources

Welcome Call

Customer Service and Support

Customer Satisfaction and Survey

Team Manager

Relationship Specialists

Client

Program Highlights

Multi-channel Lead Aggregation

Lead Track & Effectiveness

Campaign Analytics

Market Research and Intelligence

Post Service Feedback Calling

Personalized and Linguistic Calls

Effective Complaint management System

Providing full support and assistance to the customers

Confirmation calls for complaint resolution

750+ dealers connected through our Network

EAM services across all over the country

Program Milestones

Launch Phase Started on January 2013, with customer service operations, and lead aggregation:

  • Documentation of Process
  • Tools & Applications to manage operations
  • Field force optimization
  • Knowledge Management

Customer Relationship -WC, and expansion of funnel-BTL, post service feedback:

  • Agenda and outline for CRM
  • Process Improvements and handicaps
  • Problems and Opportunity – as spotted in analytics
  • Close looping of issues
  • Drop in Market Share

Growth Phase Research, Insights, Market Intelligence, Analytics, Upsell, Engagement Program:

  • Single dashboard for sales and service effectiveness
  • Knowledge Management
  • Business & Business Process Cognitive Links
  • Establishment of Engagement Program
Benefits to Business
  • Holistic approach to understand your customer
  • Better KYC & Profiling
  • Responsive Business Governance
  • Institutionalized Processes in sales and service
  • Benchmarking led to excellence
Benefit to Farmer
  • One Call away for their sales and service needs
  • Better understanding of their needs
  • Faster resolution
  • Better Attention and awareness about usage
  • Feedbacks were taken seriously
Challenges
  • Quality and Qantity of leads
  • Diversity of sources of leads
  • Delay lead updates & No utilization of digital means
  • Database Mining & Intelligence
  • Coordination amongst all the stakeholders
  • Knowledgement Management
  • KPI Benchmarking
  • Process gaps within the stakeholders

If you wish know more about Customer Relationship Management Program for Leading Agricultural Equipment Brand please download the detailed case study document from the link given!

[download id=”3611″]

Student’s Management Program for Asia’s No. 1 University in Energy and Core Sector

Objective

The university’s objective is to develop domain specific and competent technocrats, professionals and managers who are ready to join the core industries. Advanced teaching methodologies, innovative and updated curricula and the focus on ‘on-the-job exposure’ give students the edge to be readily deployable in the chosen field.

Executive MBA programs for 2 years including examination through online mode

Concept

They were interested in an end-to-end Enrollment Life cycle management and student relationship program. The highlights of the program are as follows:

Enrollment Life cycle – Campaign Management, Effectiveness Measurement of campaigns (digital and non-digital), Lead Management (Real-Time Click to Call and Call Backs), Conversions & Enrollment documentation,

Student Relationship – Welcome Call, Assistance, Student Accounts Receivable Management & Insights

Team Manager

Education Counsellors

Clients

Program Highlights

Campaign Management

Effectiveness Measuerment

Trained Educational Counsellors

Lead Management

Accounts Receivable Management

End-to-End online support and assistance

Program Milestones

Launch Phase Started on March 2012, with the Enrollment Lifecycle with just one program:

  • Lead Aggregation and its tracking
  • Lead effectiveness measurement
  • Counsellors on phone acceptability to executive MBA target audience
  • Pitch & its applicability to a wide variety of TGs

Stabilization Phase Added 6 programs with Complete Executive MBA Program Suite:

  • Management of suite of programs
  • Quality & Quantity of Leads
  • New Avenues of Lead Generation
  • Pitch – Tailor-mate and demand specific

Growth Phase – evolved into a Student’s Relationship Program and Accounts Receivable:

  • Scalability
  • End-to-end effectiveness
  • Single view across the journey
  • Customer Profiling
Program Milestones

Launch Phase Started on March 2012, with the Enrollment Lifecycle with just one program:

  • Lead Aggregation and its tracking
  • Lead effectiveness measurement
  • Counsellors on phone acceptability to executive MBA target audience
  • Pitch & its applicability to a wide variety of TGs

Stabilization Phase Added 6 programs with Complete Executive MBA Program Suite:

  • Management of suite of programs
  • Quality & Quantity of Leads
  • New Avenues of Lead Generation
  • Pitch – Tailor-mate and demand specific

Growth Phase – evolved into a Student’s Relationship Program and Accounts Receivable:

  • Scalability
  • End-to-end effectiveness
  • Single view across the journey
  • Customer Profiling
Benefits to Business
  • Lead lifecycle tracking led to effectiveness measurement
  • Proper media spends
  • Comprehensive end-to-end services under single umbrella
  • Insights about the program
  • Escalations Management
Benefits to Students
  • Awareness and Complete understanding of the courses by counselors
  • 16/7 Support with SPOC
  • Ease of understanding due to dedicated relationship managers
  • Emotional Connect with University (despite being online mode)
  • Escalation Management of Students
Challenges
  • Decreased acceptability of program
  • Cold response from the candidates
  • Insufficient Quality Leads
  • Sector specific austerity
  • Poor response from quality leads
  • Less connected calls
  • Less number of new lead received as agreed
  • Old leads resulting into more enrollments as compared
  • Contacting international candidates
  • Complicated website (not so user-friendly)

If you wish to know more about Student’s Management Program for Asia’s No. 1 University in Energy and Core Sector please download the detailed case study from the given link!

[download id=”3623″]

Customer Relationship Solution for a Rewards Program of a Retail Pioneer

Objective

With the onset of Diwali, the month of October is the biggest shopping season in India and a time of the year when customers open up their purse and indulge in purchases. We celebrate Shopping Festival in the duration October-December across all the participating format stores.

During this period, customers can shop at any participating format stores and get never before cash back benefits which can be redeemed on a monthly basis at any, store.

Concept

During this period query management, assistance and support and complaint management and sending to participating stores of future group and getting them resolved

Team Manager

Relationship Specialists

Participating Stores

Program Highlights

Platform and Dashboard

Database Management for customers all over India

MIS and Reports

Shop and gets 11 months of free shopping

Shop more and earn more free shopping

Shopping Value credited every month from purchase

Full support and assistance to the customers

Shop more and earn more free shopping

Effective Complaint & Query Management System

Program Milestones

Launch Phase

  • Started on 2014
  • creating and establishing the concept of future group shopping festival

Stabilization Phase

  • Managed rewards program with the scale & size
  • 50% of the business in just 3 months (Oct-Dec)

Growth Phase

  • Insights
  • Analytics
  • Market Intelligence
  • New Version (Program Checks)
Benefits to Business
  • Complete suite of CRM service offered under one roof to run their rewards program
  • Numerous insights shared
  • Increase in business revenue
  • Bringing customer loyalty into next level
  • Innovative approach towards creating more value for customers
  • Customer Engagement for next 11 months
  • Providing wide range of products and services to customers
  • building long-lasting relationships with customers.
  • Standardized Procedure
  • Benefits to Customer
  • Customer handling & assistance was properly communicated & assisted by CR Desk
  • Ease of understanding, support and assistance with dedicated relationship managers and CMS
  • Enables customers to collect Money value across online and offline partners – with just a single card.
  • Based on purchase slabs, customers getting monthly shopping amount that can be redeemed in any store they wish
  • Customer getting something for everyone in the family: air miles, movie tickets, air tickets and vice versa
Benefits to Customers
  • Customer handling & assistance was properly communicated & assisted by CR Desk
  • Ease of understanding, support and assistance with dedicated relationship managers and CMS
  • Enables customers to collect Money value across online and offline partners – with just a single card.
  • Based on purchase slabs, customers getting monthly shopping amount that can be redeemed in any store they wish
  • Customer getting something for everyone in the family: air miles, movie tickets, air tickets and vice versa
Challenges
  • Complaint close looping across 11 formats of retail
  • Process understanding and compressibility
  • Handling of call traffic in a particular day or so
  • In-store issue redressal
  • Providing real time solution to the customers
  • Communication across all touch points
  • Escalations Handling (Escalation Matrix for all format)

If you wish to know more about Customer Relationship Solution for a Rewards Program of a Retail Pioneer please download the detailed case study from the given link!

[download id=”3816″]