Tata CLiQ has leveraged Salesforce Service Cloud, to deliver the right experiences across multiple channels to consumers with contextual, proactive and personalized interactions. Tata CLiQ aspires to be a leading e-commerce company, offering its customers best in class service for timely deliveries, hassle free returns and more. PwC has been a key partner in the implementation process enabling end-to-end deployment transforming the service experience for Tata CLiQ providing a holistic view of customer information seamlessly.
Tata CLiQ also implemented the Visual Remote Assistant (VRA) which allows the company to deliver the same exceptional support they would deliver in-person, visual guidance, often in real-time. This solution is browser based, allowing employees to seamlessly connect with customers on a live remote support to capture correct images for the return scenarios.
Since implementing Salesforce, service agents have a unified view of the customer which has delivered efficiency with intelligent dashboards and reports assisting teams with data driven decision making. According to Tata CLiQ, agent experience has improved by 30 percent with the Single Source of Truth. An 8 percent reduction in Average Handling Time by the resolutions team, improving first time resolution rate by 15 percent.
Shweta Srivastava, Director - CS and Customer Experience, Tata CLiQ, said, “Customer-centricity is at the heart of everything we do at Tata CLiQ. Salesforce is aligned to our two-pronged functional vision and strategy of delivering best-in-class customer and advisor experience, thereby ensuring efficient processes, empowered agents, and superior business outcomes.”
Arun Kumar Parameswaran, SVP and Managing Director - Sales & Distribution, Salesforce India, said, “We are thrilled to be a technology enabler and advisor to Tata CLiQ as they further their vision of becoming a leading e-commerce company fueled by growth and personalized experiences.”