August 13, 2012; Bangalore, India: Volvo Construction Equipment (Volvo CE) today 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 new center is an integral part of Volvo CE’s objective to offer customers total lifecycle care – from providing equipment to support and partnership – and ensure customer complete satisfaction.
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 is equipped with a live dashboard which displays the status of customer enquiries; a similar dashboard view is provided to Volvo CE’s main customer solutions department which oversees the progress of each customer enquiry across India.
The new center implements a process-driven Customer Relationship Management (CRM) model to enable customer focus and process efficiency. It is equipped with a fully automated system where a pre-defined TAT (turnaround time) at every step of the process ensures prompt customer service with escalation mechanisms built in if the dealer or technician is unable to respond to a query within the stipulated time. Volvo CE has set Key Performance Indicators (KPIs) to address all kinds of customer enquiries to measure performance and efficiency of dealerships and
the customer services team. The center gives customers a single-point contact for complaints and resolutions, status updates on their enquiries proactively and consistency in serviceability.
Commenting on the announcement of the new Volvo CE V Care Customer Care Center in India, A.M. Muralidharan, Managing Director, Volvo India Pvt. Ltd. said, “When customers choose Volvo Construction Equipment products and solutions, they are assured of the most committed long-term partner for their requirements. 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”.
Vincent Tan, President – Sales Region Asia Pacific, Volvo Construction Equipment expressed, “India’s diverse geographical terrain and varying local nuances make it a unique market. When customers adopt Volvo’s Construction Equipment in the most demanding environments here, we know that their experiences and demands are also unique, and hence the investment to establish our first Customer Contact Center in India and get closer to our customers.”
Volvo CE’s new V Care Customer Contact Center was inaugurated by Vincent Tan, President – Sales Region Asia Pacific, Volvo Construction Equipment and was attended by the senior management of Volvo Group including A.M.Muralidharan, Managing Director, Volvo India Pvt. Ltd.; David Hill, Vice President – Finance & Business Control (APAC), Volvo Construction Equipment; Dimitrov Krishnan, Vice President – Aftermarket and Customer Solutions, Volvo Construction Equipment; along with all of Volvo CE’s Dealers in India and the Customer Contact Center personnel.
Customers can access the center on 1800-108-6586 from Monday to Saturday between 9.00 am – 6.30 pm.