JSW MG Motor India Private Limited, a British automotive legend established in 1924, entered the Indian market in 2017 with a vision to redefine automotive excellence. With 2000-2500 employees and a steadfast commitment to innovation, JSW MG Motor India focuses on delivering unforgettable experiences to its customers. The company's unique blend of advanced technologies and structured, process-driven approach has established it as a brand synonymous with reliability, customer-centric service, and cutting-edge design.
JSW MG Motor's pursuit of excellence in customer service revealed significant operational hurdles that needed innovative solutions to maintain their premium brand experience and market leadership position.
Fragmented Communication System: Without a unified calling solution at the OEM level, tracking and analyzing customer interactions became increasingly complex. Service managers struggled to maintain quality standards across locations, while customers experienced inconsistent service levels. The lack of centralized call recording and analytics hindered performance monitoring and improvement initiatives.
Complex Dealership Communication: The dealership network's use of multiple numbers and communication channels created confusion among customers and diluted brand identity. Sales teams faced challenges in maintaining professional communication standards, while customers struggled to verify legitimate dealership communications. This fragmentation risked undermining JSW MG Motor's premium market positioning and customer trust.
Customer Feedback Management: Collecting and analyzing customer feedback across dealerships was challenging without a standardized system. The lack of a unified feedback mechanism made it difficult to track customer satisfaction trends, identify areas for improvement, and implement timely service enhancements. This gap in feedback management hindered MG Motor's ability to maintain consistent service quality and respond promptly to customer concerns.
Automated Feedback System: Implementation of an automated post-service feedback collection system streamlined the customer feedback process. This solution enabled real-time feedback collection, automated analysis, and quick response to customer concerns, ensuring continuous service improvement across all dealerships.JSW MG Motor India partnered with Exotel to implement a comprehensive communication solution that would transform their customer service while ensuring regulatory compliance and operational excellence.
Unified Cloud Contact Center: The implementation unified all customer communications under a single number, revolutionizing service delivery across the network. This centralization enabled seamless tracking of 400+ agents nationwide, standardizing service quality and enhancing customer experience monitoring. The system's robust analytics capabilities provided unprecedented insights into customer interactions.
Virtual Number Infrastructure: Each dealership received dedicated virtual numbers and an intuitive click-to-call system for hyper-local activities. This solution not only maintained brand consistency but also legitimized dealership operations, creating a professional and trustworthy communication channel that reinforced JSW MG Motor's market position.
The unified number system transformed post-service feedback and customer experience through consistent communication channels. Customer satisfaction scores increased by 22%, while response times improved through the standardized communication system. This improvement directly impacted customer loyalty and repeat business.
Virtual numbers for dealerships reinforced brand consistency across all customer touchpoints, eliminating confusion and enhancing professional image. Dealership inquiry handling efficiency improved by 18% with the new system, leading to more effective customer engagement and sales processes.
Call recordings and productivity tracking enabled management to optimize service processes through informed decision-making. Agent productivity increased by 20% with the centralized tracking system, while the standardized communication protocol enhanced service delivery across all locations.
The automated feedback system achieved an 85% feedback collection rate, with 90% of customer concerns addressed within 24 hours. This systematic approach to feedback management resulted in more actionable insights and faster service improvements.
Enhanced customer experience through standardized communication
Strengthened dealership legitimacy and professional image
Enhanced ability to capture and respond to customer feedback effectively
Data-driven decision-making through comprehensive analytics
Improved agent performance through unified systems
Seamless experience across all touchpoints
At JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor’s position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.
+91-808 8919 888
+91-808 8919 888
+966 135 181 912