Digital Interactive Portal with Visual IVR Empowering a Leading $10 Billion Petro Retailer Brand in India
Overview
ACL Digital empowered India’s leading $10 billion petro retailer brand with a cutting-edge digital interactive portal and visual IVR, transforming the customer experience across 1562 units.
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Challenges
600+ tickets were created daily via calls
Handling high volume of tickets
No quick resolution/troubleshooting guide
Multi-step logging of tickets was followed by different SMEs for issue resolution
Incorrect issues reporting
Resolution took time due to unclear reporting
Solution
- Conducted in-depth analytics on six months of historical ticket data to understand the reasons behind ticket creation
- Developed a clear understanding of various end-user personas
- Created a user-friendly online portal using HTML and CSS, seamlessly mapped to retail outlet codes
- The portal offered a visual representation of devices and potential error areas within retail outlets
- Employees select the relevant visual cues, triggering the auto-creation of prepopulated emails directed to the resolution team
- Provided round-the-clock, year-round support with a Service Level Agreement (SLA)
- Ongoing support skillfully managed by the existing Service Desk team, ensuring a seamless experience
Outcomes
- Empowered RO employees with proactive troubleshooting options
- Achieved accurate issue reporting through visual cues
- Generated positive revenue impact with reduced downtime and clear issue reporting
- Realized a remarkable 35% faster ticket resolution
- Elevated the overall customer experience
- Achieved a substantial 25% reduction in costs by minimizing the need for call center support
