Ushering digital age of after-sales ecosystem for one of the most iconic consumer appliances brand

Ushering digital age of after-sales eco-system for one of the most iconic consumer appliances brand

Challenge

Godrej is a century old brand that touches the lives of 750 million Indians. As part of their digital transformation initiative, Godrej wanted to bring complete metamorphosis to their current after-sales ecosystem to deliver seamless CX from point of sale till the fulfilment of the service event.

Servify Solution

  • Servify deployed first of its kind Point of Sale solution which enabled Godrej to Know their Consumer from the time of retail purchase. The solution also enabled Godrej to monitor retailer sales force productivity in realtime basis.
  • Servify Consumer Assistance solution was deployed on iOS as well Android platform. Godrej’s CMS was integrated with Servify platform. The service requests were directly pushed into Servify’s Field Service Fulfilment App used by Fields service engineers to deliver faster service fulfilment.

Results

  • Higher sales efficiency was recorded by capturing “real” sales transactions & trend tracking of competition sales performance.
  • With more than 10,000 consumers using the app, a substantial drop in call centre load and increased in CSAT was achieved.