Gone are the days when a customer’s loyalty can be guaranteed by offering a world-class product at competitive prices. In today’s business environment, post-sale interactions have become indispensable for retention; which is why on-site customer services are essential to long-term growth, regardless of the type of product or service being offered.
Steep customer expectations: When it comes to on-site services, customers prefer to have their services rendered as quickly as possible after making a purchase or raising a service request. On the other end, customer service executives need to be able to service as many locations as possible in a day, making efficient customer executive and time slot management crucial.
Manual backend operations: From booking slots to assigning customer service executives, a lot of the backend operations powering on-site customer services are done manually by operations managers. While this is doable in the early stages, such operations are not scalable as a business expands to more geographies and a wider customer base in the long run.
Inefficient route planning and task allocation: Customer service executives need to be able to reach and service the maximum number of locations at any given day, which makes route planning and task allocation extremely important. Intuition and experience can only optimize this exercise to a certain extent, and oftentimes bring inefficiencies from blindspots and human error.
Poor on-ground visibility: Monitoring of on-ground activities is crucial to resolving bottlenecks, ensuring that things are on track and for insights on optimizing overall operations. Without the help of technology, the only visibility that operations managers would attain is by calling their customer service executives for a status update, which distracts both parties from their core responsibilities.
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A leading manufacturer of electric vehicles in India sought to scale up its pioneering post-sale customer services: a pick-up and drop service for the vehicle maintenance, and the installation of charging infrastructure at the customer’s location.
Initially, the company was using a calendar application for the booking of slots for its pick-up/drop and installation services. They were soon on the lookout for an efficient platform to book these time slots as they scaled in size and complexity.
Locus built a customized Slot Management System for the company to manage both pick-up/drop and installations. With the help of the platform, the company was able to optimize its vehicle and executive capacity planning. It saw a 40% increase in tasks completed per rider and a 30% increase in fleet utilization. All of these improvements reflected an enhanced customer experience.
Customized slot and serviceability management solution: With a customized version of Locus DispatchIQ, the company’s route planning and slot management operations became highly efficient and scalable.
Locus DispatchIQ: Powered by Artificial Intelligence, Locus DispatchIQ factors in the company’s resources and real-life constraints to optimize the routes of customer service executives and the utilization of the overall fleet.
Locus On The Road (LOTR) app: A proprietary app i.e., LOTR for on-field customer service executives to complete their on-site tasks in the most efficient and cost-effective way possible through optimized routes.
Manufacturing (Electric Vehicles)
Placing the customer first by providing the most convenient slots
Improving the overall fleet utilization with optimal route planning backed by AI
Leveraging automated dispatch planning to best meet customer service requirements and improve the overall customer experience
Empowering on-site customer executives to accurately visit more locations with address detection and geocoding.
Enabling scalability and efficiency of operations through digitization
CASE STUDY
CASE STUDY
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