Servion GlobalS olutions, a specialist in the Customer Interaction Management (CIM) domain, today announced implementing the Contact Center and IP Telephony for MyTVS’24×7 Emergency Roadside Assistance vertical. MyTVS, the brand name for TVS Automobile Solutions, is India’s largest Multi-brand car service network and offers a bouquet of services to Car Customers under one umbrella.

With Trust and Relationship being the core values, MyTVS focuses on no frill service solution to discerning car users and owners across the country. MyTVS is responsive to customer requirements and strives to be a forerunner in bringing new and relevant technologies to provide total customer satisfaction. As part of the consultative engagement, Servion interacted with both the business and the technology teams to understand the business requirements. Based on this, designed and deployed an Avaya Aura Contact Center solution coupled with an integrated ticket management system, and an agent desktop application to improve efficiency and productivity, resulting in positive customer experience.

Mr. Sanjay Nigam, CEO and President, TVS Automobile Solutions, said, “Customers should havea seamless experience across our different channels and they should never have to repeat any information in a cross-channel conversation. Weexpect to extend this solution to ensure that we understand customers completelyfrom a 360 degree perspective. Our response and service will be more holistic and real-time aimed at WOW experience for the end customers.”

Mr. K. Balakrishnan, MD and CEO,Servion Global Solutions said, “The automobile industry is fiercely competitive. Organizations understand that product features are no longer sufficient to stay ahead of competition and are consequently turning to customer service. Not only to acquire new customers, but retain existing ones as well. I believe that the solution we had designed and delivered for MyTVS will enable them to create sustainable differentiation and offer service in line with the values they stand for.”

Source :  Lokesh Shastri