How Salesforce Technology is Helping Businesses in India to Build Resilience for the New Normal.
The pandemic has led organisations into re-thinking and re-organising their business strategies, standard operating procedures (SOPs), and operating models. Business leaders are working working to find new, more innovative solutions to unprecedented challenges that span across:
- Changing customer behaviours
- Customer support delivery
- Supply chain disruption
- Remote workforce collaboration
- Employee safety and social distancing
Certain businesses have managed to not just rise above the pandemic and continue doing business, but also break new grounds in their industry. These trailblazers have demonstrated initiative, agility and vigilance while responding to a volatile market and fluctuating customer demands. And technology has been an indispensable asset on this response and growth journey.
For example:
- When the number of customer calls went up 3x during the nationwide lockdown, redBus diverted 70% of customer calls to a self-service module and succeeded in bringing the average call handling time down by 40 seconds per call.
- Edelweiss’ digitised processes ensured 24x7 customer support even as their financial advisors worked remotely.
- Despite seeing a 9% increase in case volumes, GEP was able to offer uninterrupted support to customers and even see a 23% reduction in case resolution time.
- Startupwala.com leveraged its digitally-transformed business to enable a no-touch business model, and also ran targeted, value-rich marketing campaigns to engage with and nurture the 67,000 leads lying in its database.
- WhiteHat Jr successfully scaled up its operations to meet the sudden surge in demand for its online coding classes during the lockdown.
- SpiceJet used chatbots to ensure uninterrupted customer service and offer low-touch services to customers at airports.
To know these success stories in detail and to chart out a structured roadmap that sets you up for success beyond the immediate crisis, download our e-book – How Technology is Helping Businesses in India to Build Resilience for the Next Normal.
