|Grow Sales & Service revenue by Improving PSF & Complaint Management Process!|
Today , A customer not only buys your product or service, he buys experience and then shares it with others on Social media. A prospective buyer checks your customer service ratings on Google , Facebook, Twitter and compares prices on multiple online portals. “The first step in exceeding customer expectations is to know those expectations”. Dealerships need a robust , seamless & transparent Feedback System to record customer’s feedback at multiple stages – Showroom visit, Test Drive, Booking, Vehicle Delivery, Post Sales & Post Service. .
INFOMAN SERV – PSF & Complaint Management Module offers a complete Solution to record Customer feedback & Complaints and ensures timely resolution for that amazing customer experience : Multi-Channel Feedback Collection – Create multiple touch points with customers for customer feedback using Direct call from call center executive, “Thank You” SMS / eMail with link for feedback forms and contact forms etc.
Transparent Feedback recording – define customized questionnaire for PreSales, Post Sales & Post Service feedback in INFOMAN SERV. Customer feedback can be recorded in the form of Grades, Description or Multiple Choice options.
Ensure Timely Feedback Interactions – INFOMAN SERV allows users to upload daily Booking, Test Drive, Sales & Service data. This data is assigned to tele-callers for calling and recording customer feedback.
Take action on reported negative feedback – During interaction , if a customer gives negative feedback or low rating, create ticket to Record Complaint and assign it to the respective department. Automatic escalation of pending complaints to senior management improves service quality & builds customer loyalty.
Powerful Dashboards For Centralised Supervision of PSF – help in daily analysis of Location-wise number of deliveries, Calls for PSF, Complaints reported, Resolved & Overdue in a single screen.
Registration Certificate (RC) Tracking Solution -INFOMAN SERV offers a seamless process for centralized monitoring of different stages of RC tracking including – Collection of documents , Online filing, HSRP slip issued by RTO, online Ordering of number plate, Receipt & fixation of number plate at showroom, RC receipt & hand over to customer.
MIS reports offer complete transparency and show total number of open cases, status-wise view of open cases with ageing analysis. Management can identify gaps and take corrective actions to ensure faster delivery of RC and improve customer experience.
Positive impact on future business opportunities – Quality service strongly impacts all future business opportunities with a customer including – Paid Service, Extended Warranty, Exchange, Future Vehicle Purchases and Insurance renewal
Contact our experts for a FREE Demo and explore best practices to improve overall Customer Experience during all interactions..
Mr Sanjeev Kumar
Manager – Sales & Marketing