Wings Bd LTD

WINGS BD LTD is the leading dealer for Bangladesh Honda Pvt Ltd to promote & distribute Honda brand motorcycles. Their aim has always been to achieve enhanced customer satisfaction by implementing technology and to provide strategic management of customer inquiries to achieve conversion of prospects.

Key Challenges

One of the key challenges the organisation faced was the lack of proper query and complaint management since there was no dedicated customer care team. Similarly most customer data was lost during the process including potential leads from incoming calls and social media platforms. One of the main revenue streams of automobile dealers are after sales service and so because of lack of communication and dissatisfaction of customers drove them to switch to other dealers in Dhaka. 

Once ServiceChai came onboard we implemented a hotline number with a dedicated inbound/outbound customer care team who would provide multichannel support to customers including query management, scheduling appointments for after sales service, feedback and follow up, collecting leads and convertion of sales. ServiceChai has successfully enhanced overall customer experience which has increased their sales conversion rate to 15% on an average per month.

Outcome Assessment

  • Dedicated customer care team has
    enhanced customer experience and brand loyalty.
  • Sales conversion has increased and
    after sales service scheduling showed a growth
    of 12% in just over 4 months.
  • Customer analytics and dashboards
    helped the team to identify problem areas and
    reason behind customer dissatisfaction more
    specifically.