Honda Auto Dealer Improves Service With Paragon

by Swapna Khanna    May 14, 2004

Muthoot Motors (one of the leading dealers for Honda Automobiles in Cochin catering to the entire southern region) has scaled new heights at the local and national level, by being available to its customer 24×7.

Hero Honda’s contact centre, has set up an integrated server based contact centre solution called Paragon, developed by Parsec - solution providers for the contact center industry.

Thomas Verghese, managing director, Muthoot Motors, said, “The challenge we were facing was to organize and reduce repetition of vehicle service reminder calls to the customers, and maintain a status report of these reminder calls. Non-availability of the status reports and organized calling database was leading to low productivity of agents as well as customer irritation.”

Verghese continued, “Also Muthoot’s exclusive customer service of picking up and dropping off of customer vehicles, both for and after servicing, was in total chaos. Lack of centralized and updated records was making it really tough for coordination.”

To resolve the problem, Muthoot Motors deployed Paragon dialer call center solution from Parsec at an initial investment of Rs 5 lakh.

“By using Paragon call center solution, we are now able to offer better customer service by handling prompt and large number of service related queries. Now the agents can follow up with the customer, and repeated calls to the same customers have also reduced, hence increasing agent productivity. Paragon also allows maintaining all customer call reports centrally, for customized and efficient service,” stressed Verghese

The dealer uses a customized CRM application from Amysoft for providing each customer with a unique customer ID. Now Paragon has been integrated with the AmySoft CRM. When a customer calls in with his customer ID, the agent gets the call on screen with updated details of customer records.

Tags: Honda