Overview
The client is amongst one of the leading petroleum companies in the world. Its wide range ofpetrol and petroleum products cater to diversified customers. It offers advanced products andservices comprising of High-Speed Diesel, Petrol, Auto LPG, Lubricants, Aviation Fuel, PackedLPG catering to different segments ranging from two wheelers to aeroplanes & farmequipment to heavy engineering vehicles.
Challenges
- There were 600+ tickets were created daily via calls that required Call Centre Agents to manage this volume
- Due to manual recording there were chances of incorrect reporting issues
- Multi-step logging of tickets was followed due to different SMEs for issue resolution
- Resolution took time due to unclear reporting
- There was no quick resolution / troubleshooting guide
Outcomes
35% faster resolution of tickets
Proactive troubleshooting option available to RO employee
Accurate reporting of issue with visual cues
25% reduction in costs due to lower number of call centre support required
Positive revenue impact due to lower downtime with the clear issue reporting