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About TVS-Credit Services

TVS-Credit Services is a part of the 100-year-old, $6 Billion TVS Group, registered with the RBI as a Non-Deposit taking Non-Banking Finance Company (NBFC). It is ranked number #1 retail financier for TVS Motor Company Limited (TVSM).

TVS-Credit Services aims at providing efficient and speedy customer service through simple processes and robust IT platform.

Highlights

>10

Integrations, including Loan Origination and Repayment Management Systems

>2.8 Million

Customers using digital experience portal implemented

>10,000

TVS Dealers using Dealer Portal implemented

Modules Used

  • Computer Telephony Integration
  • Incident Smart-routing and management
  • Agent Live Assistance
  • Knowledge Management
  • One-Stop-Shop Customer Portal
  • Portal for TVS Dealers
  • Mobile App for Customers and Dealers
  • SLAs and Escalation Management
  • Social Customer Service- Facebook channel

Challenges faced by TVS-Credit Services

Lack of 360o customer view
No centralized solution
No Self-service for customers
Need robust cross sell database
End-to-End Customer life cycle management
Customer Delight across all touchpoints

Virtuos Approach

Virtuos implemented Oracle Service Cloud for TVS-Credit Services for efficient management of various processes, with an aim to improve customer experiences. The solution implemented by Virtuos helped TVS- Credit Services in effective monitoring of large volume of service requests and complaints from multiple channels including phone, emails, chats and social channels. The auto-routing functionality for requests/complaints to relevant users in multiple teams, helped in reducing time lag in manual assignment and thus, the overall Average Handling Time (AHT). The solution also helped in deflecting calls by providing other digital channels to customers like chat, portal and social, thereby reducing operational costs.

Virtuos created a Customer Engagement Hub (CEH) for TVS-Credit Services for efficient handling of customer queries and increasing FCRR by bringing data from 10+ back-end systems and providing a customer 360-degree view to the users in a single screen.

TVS Credit Case Study Image Source: TVS Credit-Services
TVS Credit Case Study Image Source: TVS Credit-Services

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