Volvo CE opens first customer call center in India
Volvo Construction Equipment (Volvo CE) has announced the opening of its first Customer Contact Center ‘V Care’ in India to help customers achieve higher productivity by minimizing their machine downtime. The center will record and process all customer issues centrally and in real-time, giving Volvo CE the ability to monitor dealership customer serviceability and enable them to resolve customer issues quickly and efficiently, the company said. The new center looks to offer customers total lifecycle care – from providing equipment to support and partnership.
Customers can reach the Volvo CE V Care Customer Contact Center based in Hyderabad via a toll-free number across India to register concerns regarding machine performance and enquire about new purchases. The calls are first routed to the customer’s respective dealerships for resolution and escalated to Volvo CE’s customer services department as necessary. Every dealership will be equipped with a live dashboard which displays the status of customer enquiries; a similar dashboard view will be provided to Volvo CE’s main customer solutions department which oversees the progress of each customer enquiry across India.
The new center will implement a process-driven Customer Relationship Management (CRM) model to enable customer focus and process efficiency. It will be equipped with a fully automated system where a pre-defined TAT (turnaround time) at every step of the process will ensure prompt customer service with escalation mechanisms built in if the dealer or technician is unable to respond to a query within the stipulated time.
AM Muralidharan, managing director, Volvo India said, “We understand that construction equipment is a customer’s tool for productivity and machine downtime is perhaps the most grueling part of a customer’s journey. We are now taking a proactive approach to managing and resolving customer concerns so customers can get back to business quicker than before. With the Customer Contact Centre, we will focus beyond warranty machines by monitoring the entire lifecycle of our customers’ equipment pan India”.
Customers can access the center on 1800-108-6586 from Monday to Saturday between 9.00 am – 6.30 pm.