Overview
ACL Digital empowered India's leading $10 billion petro retailer brand with a cutting-edge digital interactive portal and visual IVR, transforming the customer experience across 1562 units.
Challenges
600+ tickets were created daily via calls
Handling high volume of tickets
No quick resolution/troubleshooting guide
Multi-step logging of tickets was followed by different SMEs for issue resolution
Incorrect issues reporting
Resolution took time due to unclear reporting
Benefits
- Empowered RO employees with proactive troubleshooting options
- Achieved accurate issue reporting through visual cues
- Generated positive revenue impact with reduced downtime and clear issue reporting
- Realized a remarkable 35% faster ticket resolution
- Elevated the overall customer experience
- Achieved a substantial 25% reduction in costs by minimizing the need for call center support
