Mahindra Digitizes Customer Complaint Service For Customers
Enables user-friendly, established WhatsApp chatbot solution with Karix
Overview
Mahindra Construction Equipment is a brand under the growing Global federation of companies – The Mahindra Group. It falls under the B2B vertical of the group and is backed by its strong network of dealers and service centres across the country.
Challenge
Hello Machine wanted to develop a user-friendly interface to listen to, register and address a customer complaint in real-time.
Solution
Mahindra Construction Equipment is a brand under the growing Global federation of companies – The Mahindra Group. Mahindra Construction Equipment in its pursuit of excellence to help the common man “Rise”, has come up with products that implement breakthrough technology in its machines, technology that has never before been seen in the construction industry in India. Falling under the B2B vertical of the group, it is backed by its strong network of dealers and service centres across the country.
Hello Machine is Mahindra Construction Equipment’s rental equipment business unit, which provides end-to-end equipment solutions currently catering to project bases that include roads, bridges, airports, tunnels, irrigation, water supply, and more. The idea behind this machine rental service is to enable firms to run their business on an Asset Light Model without having to worry about setting aside funds to buy construction equipment, which would only lower the project’s overall cost. This way firms can also save money on maintenance and thus help to increase uptime.
Mahindra Construction Equipment is a brand under the growing Global federation of companies – The Mahindra Group. Mahindra Construction Equipment in its pursuit of excellence to help the common man “Rise”, has come up with products that implement breakthrough technology in its machines, technology that has never before been seen in the construction industry in India. Falling under the B2B vertical of the group, it is backed by its strong network of dealers and service centres across the country.
Hello Machine is Mahindra Construction Equipment’s rental equipment business unit, which provides end-to-end equipment solutions currently catering to project bases that include roads, bridges, airports, tunnels, irrigation, water supply, and more. The idea behind this machine rental service is to enable firms to run their business on an Asset Light Model without having to worry about setting aside funds to buy construction equipment, which would only lower the project’s overall cost. This way firms can also save money on maintenance and thus help to increase uptime.
Prioritizing addressing customer complaints in real-time
According to a study, when consumers were asked as to what impacts their level of trust with a company, offering excellent customer service ranked number one. For Hello Machine too, offering an effortless customer service by listening, registering, and instantaneously addressing their customer complaints was of priority. They wanted their customers to have complete transparency and trust on the complaint resolution process. And this could be made possible by allowing the customers themselves to track their complaints in real-time.
Catering to a customer base that mainly includes the manpower operating the construction equipment on-site, Hello Machine was looking for a user-friendly solution with an established user interface and approach to make the process hassle-free for their customers, rather than developing a full-fledged CRM solution. They closed in on WhatsApp as it was one of the best media that the site manpower was most familiar with than any other off-the-shelf CRM. WhatsApp also served the purpose of giving them instant updates regarding their complaint resolution time and the resolution process at their fingertips.
Prioritizing addressing customer complaints in real-time
According to a study, when consumers were asked as to what impacts their level of trust with a company, offering excellent customer service ranked number one. For Hello Machine too, offering an effortless customer service by listening, registering, and instantaneously addressing their customer complaints was of priority. They wanted their customers to have complete transparency and trust on the complaint resolution process. And this could be made possible by allowing the customers themselves to track their complaints in real-time.
Catering to a customer base that mainly includes the manpower operating the construction equipment on-site, Hello Machine was looking for a user-friendly solution with an established user interface and approach to make the process hassle-free for their customers, rather than developing a full-fledged CRM solution. They closed in on WhatsApp as it was one of the best media that the site manpower was most familiar with than any other off-the-shelf CRM. WhatsApp also served the purpose of giving them instant updates regarding their complaint resolution time and the resolution process at their fingertips.
Overview
Mahindra Construction Equipment is a brand under the growing Global federation of companies – The Mahindra Group. It falls under the B2B vertical of the group and is backed by its strong network of dealers and service centres across the country.
Challenge
Hello Machine wanted to develop a user-friendly interface to listen to, register and address a customer complaint in real-time.
Solution
How does WhatsApp Chatbot solve the problem?
With the help of Karix, Hello Machine launched a WhatsApp chatbot as a digital support program which served the dual purpose of enabling the site manpower to register their complaints and also gain access to product FAQs.
The process of registering a complaint was simplified by converting it from a manual to a digital format. In case of complex cases, the queries could easily be transferred to live agents for speedy resolution. With this, WhatsApp had become a single data touchpoint for all the customers to track their queries at any given point in time.
“At Hello Machine, addressing our customers’ complaints in real-time was of high priority. We wanted to provide a simple and easy to use mechanism for our customers to raise a ticket and not go through the hassle of having to follow up for a resolve. WhatsApp Chatbot provided by Karix enabled us to provide complete transparency through the tracking mechanism to our customers and further solidify their trust in us.”
– Hello Machine, Mahindra Construction Equipment
“At Hello Machine, addressing our customers’ complaints in real-time was of high priority. We wanted to provide a simple and easy to use mechanism for our customers to raise a ticket and not go through the hassle of having to follow up for a resolve. WhatsApp Chatbot provided by Karix enabled us to provide complete transparency through the tracking mechanism to our customers and further solidify their trust in us.”
– Hello Machine, Mahindra Construction Equipment
Complaint resolution process made easier
Having a customer support mechanism on WhatsApp eased the end-to-end process of customer complaint resolution and made it more accessible to the site manpower who formed the majority of Hello Machine’s customers. In case of a delay, the customers could conveniently escalate the queries to Hello Machine’s H/O team and get them resolved promptly. By simply automating the complaint management, Hello Machine saw a 5x increase in operational efficiency for complaint logging and manual rework. They also saw a 10x reduction in the time taken for end-to-end resolution of a complaint.
Results
5x operational efficiency in complaint logging & manual rework
10x reduction in time to resolve complaints end to end