Croma elevates customer experience with Service Cloud
TCS enabled a successful Salesforce transformation for Croma, empowering its customer care agents with the data they needed to enhance services.
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TCS enabled a successful Salesforce transformation for Croma, empowering its customer care agents with the data they needed to enhance services.
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Croma wanted to elevate customer interactions by making consolidated customer information readily available to customer care agents.
Croma is one of India's leading consumer durables and electronics retailers, helping people discover appliances that make a difference in their daily lives. While its customer base had expanded over the years, Croma’s contact center and store agents did not have consolidated customer information readily available. The lack of relevant knowledge about customers and the appliances they had purchased via the company meant that agents struggled to provide personalized services. For information such as transaction orders, warranty information, and gift vouchers, the agents needed to:
The company’s legacy CRM system prevented it from enabling self-service options and offering customers the digital, social, and mobile experiences they have come to expect from brands they use in their daily lives.
Croma knew it needed to embrace new technology and automation to elevate its customer service.
TCS transformed Croma’s post-sales customer experience using a cloud-based digital platform.
TCS helped Croma roll out a cloud-based customer service management platform on Salesforce Service Cloud. Launched in three locations simultaneously, the solution was made available to 125 call center agents and deployed in more than 550 stores.
The platform supported several new features and functions that enhanced both the user and customer experience. With the cloud-based customer service management solution, TCS enabled the following for Croma:
Croma’s customer service staff, both online and in-store, now have ready access to the data needed to have smart and intelligent interactions with customers. Today, they are better equipped to deliver on Croma’s promise of sound advice and lifetime assurance on electronics purchased from them.
The customer service management transformation with the Salesforce platform enabled Croma to boost customer satisfaction, retention, and brand reputation.
It reduced complaints and escalations with quick redressal of customer concerns.
Croma could:
Case creation and resolution, helping improve customer retention
Reporting for each call. This was made easier with the new cloud-based platform