About Delhivery
Delivery group founded in May 2011 and
Launched express logistics services in Delhi NCR in June 2011. Express
logistics services expanded to 130+ cities in 2013.
Delhivery have developed an end-to-end
suite of omni-channel solutions encompassing the best global practices
tailor-fit to nuances of doing business in India, based on our operational
experience. This includes management tools for global inventory, distributed
order management, channel integration, customer engagement, campaign creation
and management, fulfillment management and demand and channel analytics.
Delivery’s Customer Experience Strategy
is to build a world class voice of customer program by delivering supreme
Customer Experience through various touch points. The objective is to
improve customer satisfaction and loyalty thereby increasing customer lifetime
value by making the most out of every customer engagement whether in person,
online via email or chat or over the phone.
Solution Requirement
The
customer was looking forward to establish an Inbound Customer care Solution to
handle queries and complaints based on the AWB number. It includes a 2-3 level
Inbound IVR that will route call to the Agents. The objective of Customer care solution was to improve
customer satisfaction and loyalty thereby increasing customer lifetime value by
making the most out of every customer engagement whether in person, online via
email or chat or over the phone.
Competition
There were interested other vendors
which were ready to go to any extent on price for adding Delivery as part of
their Customer base.
Challenges
The major challenges were stability,
integration with crm, expansion and design a contact centre solution by aligning
our product with customer vision and objective.
Solution Offered
The solution offered was based on
Ameyo Platform which is tightly integrated with their customer ERP system and 3rd
party platform Fresh Desk. This integration provides a single platform and screen
for Support Executives to view customer information, effectively answer
queries, create specific tickets for service follow through and enable
cross-functional collaboration within the company to deliver a consistent value
proposition to our customers.
How our Solution was different than
competition
The solution offered was tightly
integrated with our custom ERP system and 3rd party platform Fresh Desk. This
integration provides a single platform and screen for Support Executives to
view customer information, effectively answer queries, create specific tickets
for service follow through and enable cross-functional collaboration within the
company to deliver a consistent value proposition to our customers. This
solution has enabled Delhivery in consistently increasing its customer
satisfaction score.
About Cohesive
Cohesive Technologies a global
telecom solution provider on VoIP and IP platform. Head quartered in INDIA with
operations spread globally. As a leader on VoIP solutions, Cohesive integrates
and design solutions which are people centric solutions, based on customer
insights and our promise of Convergence.
To achieve the customer
delight and the right solution Cohesive partners its technology with Aculab,
2N, Grand stream, Epygi and Ameyo to cater all verticals from a SOHO customer
to a big enterprise.
Customers Speak
Cohesive Technologies came
across as the most flexible team to design a Contact Centre Solution .
We are very happy with the
performance of the product and wish the very best to Cohesive Technologies for
future endeavours.
Bhavneet Kaur:-Senior Product Manager Delhivery
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