Digital Interactive Portal Led Visual IVR for a Global Petroleum Major
Overview
The client is amongst one of the leading petroleum companies in the world. Its wide range ofpetrol and petroleum products cater to diversified customers. It offers advanced products andservices comprising of High-Speed Diesel, Petrol, Auto LPG, Lubricants, Aviation Fuel, PackedLPG catering to different segments ranging from two wheelers to aeroplanes & farmequipment to heavy engineering vehicles.
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Challenges
There were 600+ tickets were created daily via calls that required Call Centre Agents to manage this volume
Due to manual recording there were chances of incorrect reporting issues
Multi-step logging of tickets was followed due to different SMEs for issue resolution
Resolution took time due to unclear reporting
There was no quick resolution / troubleshooting guide
Outcomes
- 35% faster resolution of tickets
- Proactive troubleshooting option available to RO employee
- Accurate reporting of issue with visual cues
- 25% reduction in costs due to lower number of call centre support required
- Positive revenue impact due to lower downtime with the clear issue reporting
