Case Study of Pidilite Industries

Executive Summary

Before implementing C-Zentrix solution, Pidilite was handling all their customer queries, complaints and new lead flow manually. The entire process was lengthy and implementation was a challenge, leading to loss of information and business for Pidilite. C-Zentrix supported them with a robust LMS, CRM and Telephony integration that helped streamline their lead management and ticketing process.

Challenges

Absence of CRM and LMS was leading to a lot of confusion at Pidilite. Leads were not nurtured properly, customer queries and complaints were not followed through, agents did not have understanding of context before taking a call. All this was leading to dissatisfied customers and loss of business for Pidilite.

What Changed At Pidilite

We offered the CZ SME Suite to Pidilite along with CZ LMS and CZ Helpdesk. The integration of the three products helped Pidilite, capture leads directly into the LMS linked with telephony, so the leads could be addressed promptly. The Helpdesk tool allowed agents to raise tickets for each complaint and track them to a solution. The SME Suite integrated all the three together to unify their system and provide context to the agents in the form of recordings of all the previous interactions with a customer. The customers did not had to repeat themselves and their concerns were addressed promptly.

What This Means

• Leads were tracked till closure
• With interaction history flashing on the screen before a call connected, agents were prepared on how to handle the call leading to reduced handling time
• The telephony integration meant that the agents could follow up on any lead status change or complaint escalation, instantly
• Customers satisfaction increased as the they did not have to repeat their call history every time they called
• Creation of tickets led to faster closure of complaints
• With CZ SME Suite, Pidilite got a contact centre that was available 24X7