Ambition:
One of the world’s largest BPO companies aimed to break into new-age, emerging business avenues by securing India’s first outsourced telematics call center project from a newly launched India’s first mass – ‘Connected’ Car tech. Securing this strategic partnership was crucial for the BPO to lead the market in telematics services and set a benchmark for future endeavors.
Action:
To realize this ambition, we collaborated closely with the connected car manufacturer to establish a cutting-edge call center and data utilization strategy:
Enhancing Customer Experience:
We established a dedicated call center as the customer support hub. Our team used real-time vehicle data to offer personalized assistance, address inquiries, and provide tailored advice based on individual driving patterns and vehicle performance, significantly enhancing the customer experience.
Monitoring Vehicle Performance:
Call center agents actively monitored vehicle performance metrics, including usage patterns, fuel consumption, and maintenance needs. This proactive approach enabled us to provide timely alerts and recommendations, ensuring optimal vehicle performance and longevity for the customers.
Managing Subscriptions:
We implemented a comprehensive subscription management system within the call center. Agents efficiently handled renewals, upgrades, and cancellations, streamlining the subscription process and opening opportunities for upselling additional services to customers.
Selling Preventive and Predictive Maintenance Plans:
Our team leveraged vehicle data to proactively market preventive and predictive maintenance plans. Agents reached out with personalized maintenance offers based on actual vehicle usage and predicted needs, reducing breakdown risks and building customer trust.
Providing Emergency Assistance:
We set up a 24/7 emergency assistance service within the call center. Equipped with access to real-time vehicle telemetry and location data, agents were able to provide quick support, dispatch emergency services, and offer guidance during critical situations, ensuring prompt and accurate responses.
Utilizing Data for Strategic Insights:
We developed advanced analytics capabilities within the call center to convert raw data into actionable insights. Agents used these insights to identify trends, optimize service offerings, and enhance customer engagement strategies, driving informed decision-making and contributing to business growth.
Ambition Realized:
By leading the establishment of India’s first outsourced telematics call center, we enabled the BPO to capitalize on emerging business avenues. This strategic initiative positioned the BPO as a market leader in telematics services, transforming connected vehicle data into a powerful asset for growth and innovation.