Indian telecom service provider Aircel has enhanced customer experience after deploying Aircel Mobile Sewa Kendra, a mobile app-based platform, across 2,000 retailers in rural areas.
Aircel Mobile Sewa Kendra through the use of smart application of Akosha OneDirect suite to manage online interactions, Aircel has been able to significantly enhance customer experience and satisfaction across geographies in a span of just eight months.
Aircel has divided its mobile subscriber base into three tiers. The upper two tiers involving premium customers have started using social media to resolve issues, while the third tier from rural areas used the mobile service app.
Akosha provided OneDirect suite to Aircel to listen to its customers through social media platforms, 24×7. The software tool connects every online interaction of the customer. OneDirect ensures social media strategy along with built-in integrations with CRMs to leverage social media.
Aircel tapped rural shops and empowered the local retailers to help customers with their queries by using a smartphone. Mobile Sewa Kendra, a mobile-based customer service app, became a game changer in rural India.
“The rural subscribers of Aircel sought more personalized attention while net savvy customers from urban geographies demanded a quick and responsive social media management,” said Vishrut Chalsani, VP, Enterprise Solutions and co-founder, Akosha.
Aircel benefited from an intelligent API integration of Akosha OneDirect with the Aircel internal CRM.
“A highly effective customer-centric organization has to be tuned to serve its market in the best possible way. An internet savvy customer needs a responsive social media management, while a customer in rural area needs a personalized high touch handling at the front end,” said Alok Kumar, chief service delivery officer, Aircel.
Aircel manages its entire Online Reputation Management (ORM) operation from a single dashboard, where team members can respond to tickets and resolve them, without having to go back and forth over elaborate, complex protocols.