Insights
Jul 25

Service Excellence Journey for a Weighing Scales manufacturer

Industry Sector & Offerings: Client is an industry leader in the manufacturing and marketing of weighing solutions used in various industrial applications.

Business Need of the client:

  • Our client’s vision was to become a ‘Best in Class’ Service Delivery organization
  • The client wanted to drive focus and build capabilities by making improvements in the service delivery function.
  • The objective was building a customer centric service function with process, people and systems interventions.

Our Approach:

Feedback helped the client implement a 7 service pillars strategy around Service Delivery, Service Personnel, Communication, Key Account Management, Rewards & Recognition, Contract & Revenue and Competency Development.

The outcomes were observed in:

  • Driving profitability/volumes
  • Defined process/guidelines
  • Improved response time
  • Linkage to customer feedback
  • Process Automation
  • Role clarity & Enablement
  • Mapping of all customer touch points
  • Differentiated services for key customers
  • Recognition of high-performance in-service departments 
  • Driving competency (Technical/Soft Skills)
  • Continuous Improvement via regular audits and focus on metrics

The initiatives ran in parallel with high involvement and dedication from the internal stakeholders belonging to multiple functional teams.

Outcomes:

Key Outcomes of this exercise:

  • Defined processes and service automation
  • Improved customer response – The number of calls handled per day increased from 49% to 70%
  • More than 98% of the calls got routed through the Central Call Centre
  • Ability to validate via regular customer feedback
  • Increased visibility by tracking key metrics
  • Regular branch and site audits
  • Discipline and Process adoption
Feedback Insights

Feedback Insights

Feedback Insights is a B2B2C focused Research led Consulting firm - specializing in Stakeholder retention services - (Customer / Employee / Channel Partners / Vendors / Investors Management), Brand Assessments, Experience Improvement Programs, Custom Research, etc. We are a listening partner of choice of over 600 firms in India and globally.