Our client is a pre-owned car web-based platform that aims to ease the entire process of buying / selling pre-used cars. They are a major player in the market and an expansion mode. They have their network spread across major towns & cities of India. Founded in 2015, they are headquartered in Gurgaon.
Challenges & Issues
- Their existing CRM did not present a unified 360 view of their clients.
- The existing CRM was rigid and did not provide scope for business process change.
- No advanced analytic data was available for insights.
- Existing CRM was not adoptable as it was not scalable and user friendly.
Our Solution & Work
- Salesforce Service cloud CRM was implemented for call centre to manage every customer request in an effective way.
- Omnichannel was established & business processes were automated with intelligent workflows.
- All digital interactions were unified in one place and engaged with customers on their favourite channels.
- Customer support was scaled up with AI powered chatbots and self-service tools.
- Built end to end engagement to solve problems at lightning speed and more efficiently.