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Proven outcomes. Real impact.
JSW MG Motor India Supercharges Service
View Case StudiesAt 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.
Kapil Bajaj
Head - Digital Transformation and Analytics
JSW MG Motor India Pvt Ltd
One conversation layer across the journey
- Acquire & convert faster
- Deliver seamless Omnichannel conversations
- Equip agents to sell from anywhere
- Retain, recover & grow customers
- Improve quality, performance & outcomes
The issue: Leads go cold within minutes. Delayed response kills conversion.
Exotel enables:
- High-volume outbound calling and messaging with predictive dialing and retries.
- AI Agent-led lead qualification before agents step in
- Smart routing to the right sales teams with full context (CCDP)
Outcome
Higher connect rates, better lead quality, and faster conversions.
The issue: Leads go cold within minutes. Delayed response kills conversion.
Exotel enables:
- High-volume outbound calling and messaging with predictive dialing and retries.
- AI Agent-led lead qualification before agents step in
- Smart routing to the right sales teams with full context (CCDP)
Outcome
Higher connect rates, better lead quality, and faster conversions.
The issue: Customers switch channels, but teams lose context.
Exotel enables:
- Unified conversations across voice, WhatsApp, SMS, email, chat, and in-app
- Channel fallback when customers don’t respond
- A single, continuous conversation timeline via CCDP
Outcome
Fewer drop-offs and a smoother customer journey.
The issue: Field reps and relationship managers work across locations, devices, – but most tools weren't built for them.
Exotel enables:
- Mobile-first app for field reps to manage calls, tasks, and follow-ups
- AI Assist with next-best-action prompts and conversation guidance
- Automated task handling so agents focus on the conversation
Outcome
Higher agent productivity, faster follow-ups, and better outcomes regardless of where the sale happens.
The issue: Reactive support limits retention and growth.
Exotel enables:
- Proactive alerts, reminders, and lifecycle nudges
- Save-the-sale flows during cancellations or collections
- Renewal, reactivation, and upsell journeys
Outcome
Stronger retention, higher lifetime value, and fewer churn risks.
The issue: Teams lack visibility into what drives conversion and satisfaction.
Exotel enables:
- Conversation Quality Analytics (CQA) across 100% of interactions
- Sentiment analysis, compliance checks, and objection insights
- Audit-ready logs and compliance controls across every interaction.
Outcome
Continuous improvement across sales and CX performance.
Built for sales velocity
99.99%
Built for scale with 99.99% uptime
True omnichannel with one unified view
50% reduction in lead response time with auto-dialling and smart routing
One integrated stack replacing point tools
AI
35% higher contact rates with AI-optimised calling schedules
20% improvement in sales conversion
70% less dialling effort with intelligent dialers