Overview
The customer is a $10 Bn leading Petro retailer brand based in India with Retail Outlets (ROs), warehouses, depots, Trans-connect centers, and terminals, totaling 1562 units. ACL Digital collaborated with the client to provide a Digital Interactive Portal LED Visual IVR for enhanced customer experience.
Challenges
600+ tickets were created daily via calls
Centre Agents to manage 600+ tickets volume
No quick resolution/troubleshooting guide
Multi-step logging of tickets was followed by different SMEs for issue resolution
Manual recording led to higher chances of incorrect reporting issues
Resolution took time due to unclear reporting
Benefits
- Proactive troubleshooting option available to RO employee
- Accurate reporting of issues with visual cues
- Positive revenue impact due to lower downtime with the clear issue reporting
- 35% faster resolution of tickets
- Enhanced customer experience
- 25% reduction in costs due to a lower number of call center support required
