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Consumer Durables
Empowerment of Field Force to serve customers with minimum latency through an digitally integrated customer service journey.
Empowerment of Field Force to serve customers with minimum latency through an digitally integrated customer service journey.
Voltas Limited is an Indian household brand, trusted over three generations. # 1 in air-conditioning, spanning its presence from North Himalayans regions to southern equatorial region covering length and breadth of India.
Voltas serves annually 5.5 million field service requests of installation, breakdowns and preventive maintenance.
Customer Base
5 Million+
SERVICE DEMAND
50,000+
PARTNER NETWORK
1,300+
The Challenge
The client engaged Cubastion to address three critical problem statements. Lack of 360 customer view due to customer data spread over multiple legacy systems.
Fragmented journeys required manual interventions leading to irregularities in processes. Airtel wanted to build frameworks for reducing operational inefficiencies.
How we helped
Technology Enablers
Digital enablement, integrated customer journey and easy of adoption were three core principles around which the solution strategy were structured.
Mobile solutions were designed for individual Field Force personas Field Engineers, Partner Managers and Branch Officers, and integrated customer journey for various customer touch points.
Resulting in minimizing information flow latency and reducing customer response time.
The various personas not just demanded process orchestration, but also preferred mobile channels. Solution empower field engineers to receive near to zero latency of assigned registered customer request, route suggestion, safety guidance, and manage complete customer request lifecycle.
Simple installation request to complex back order based request demanding part sourcing. Available on all mobile platform. An omni experience for Customer was orchestrated through centrally integrated processes and micro services, including connected device.
