Patanjali Renewable Pvt. Ltd. is one of the largest and most trusted, privately-owned renewable energy service providers in India. They are a leading manufacturer of Solar PV Modules, Solar Inverters, Solar Street Lights, Solar Water Pumps, and Solar batteries. For a leading company like Patanjali, there are a lot of departments they have to manage and take care of customer satisfaction.
The company, headquartered in Noida (UP), manages sales and services for its customers through its distributors and field staff spread across the country. Their scope of work includes generating leads, following up on leads, customer registrations, and renewals, managing service complaints, allotting complaints to field engineers and tracking complaints to closure as per service level agreements (SLAs).
However, there was no systematic way of managing sales leads and customer service requests. Tasks allocated to sales staff and service engineers were disorganized and unconsolidated leading to poor utilization of field staff and delays in issue resolution for the customers. Patanjali approached Quixy for the right solution.
Quixy turned the picture around and enabled transformation in the workplace. Patanjali used Quixy’s no-code platform to automate the lead management and support processes. This has enabled and ensured that all leads and customer complaints are systematically logged into the system and assigned accordingly to sales and service staff.
Calls to the support number have now replaced with automated support tickets. Sales and Service staff are notified about their tasks. They can log their progress on these tasks or close the tasks using any device from anywhere. All allocated tasks are now tracked in the system giving real-time insights into staff productivity and SLA compliance status. Customers get up to date status of their complaints at any time with a click of a button.
Patanjali has streamlined its leads management and support processes because of Quixy’s no-code platform. With efficient logging, allocation, and tracking of tasks, the utilization of its field staff has improved by an impressive 40% while reducing the cost related to manual task allocation and tracking. The automation has increased transparency and accountability in operations. With the reduced complaint resolution time, customer satisfaction has also improved.
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