WovVXM Case Study: Making Every Response Worth Taking

  • The Client:Wayside amenities provider
  • The Vendor:WovVTech
  • The Solution: WovVXM
  • The Result: CX Transformation

Abstract

This wayside amenities provider is driven by its philosophical adage – to transform highway travel into a delightful experience for travellers. They have a vision to be India’s most preferred network of wayside amenities. While this message resonated well with their customers, they wanted to further improve customers’ experience to create a strategic inroad into the rational-thought-process of their customers to drive more conversion. WovVTech has deep expertise in wielding ideas, sentiments, technologies, & solutions to bring about measurable improvement in the customer-centricity of the businesses. This can be demonstrated by perfection in key CXM metrics. WovVXM, being a revolutionary CXM software, got a pulse over their audience to bring forth perceptible emotions & desires which proved to be instrumental in our client aligning its customer-oriented strategies to win customers’ heart.

Read on to know how we brought our client’s philosophy to life & delivered it to the highway travellers across the country…

About our client

 A place worth travelling for, worth stopping by for, worth passing through for, & worth destined for – this amenity provider is out to make your road trip memorable. The charm of your destination might be making your road trip apt for pursuing but what can make it even more enjoyable is roadside amenities which this company offers. From branded food outlets to hygienic restrooms, from fuel pumps to all-day convenience stores, the company’s offerings are supplemented with the best service & unmatched hospitality. It aims to fill the gaps experienced on Indian highways by offering solutions which delight customers & complements their comfort & convenience. It is all set to break the benchmarks in roadside amenities provision. 

Turning Miles Into Smiles!

The Challenges

CX leaders were facing emerging challenges & lacking clarity. They were under pressure from internal & external stakeholders. 

Our client is well under way to become the trusted partner of the highway travellers by providing roadside amenities. But improving customer experience became a top priority for it thinking about the future ahead. The top company leadership was demanding market differentiation & measurable ROI while the employees were residing in siloed empires & were fighting for customer ownership all this while lacking aptitude to serve culturally-diverse Indian market. Their customers with high-expectations & churn-willingness were becoming difficult to manage; with diverse & complex technology requirements their legacy systems were incompatible with new customer-centric approach, and there was a need of good CXM solution.

  • Working with a culturally-diverse customer base they were lacking understanding of local preferences.
  • They earned a brand name by analyzing visit frequency, media ads, & how visitors came to know about them.
  • They improved service & hygiene standards by analyzing customer feedbacks through embedded analytics.
  • They have achieved consistency in service level at different food courts by comparing key CXM parameters at different locations. 
  • They found hidden patterns in customer behaviour which helped them to cross-sale & up-sale, and they replicated the success on other locations.
  • With deep customer insight they have managed to create a hygienic & Covid compliant stop overs winning new customers in the process. 

The Objectives

With swaying customer experience positively on top of their mind, our client was eying a CEM solution to increase customer loyalty & retention by playing by a smart CX strategy.  They were looking for a technological enabler to design  projects which can boost customer loyalty & achieve results. The company wanted to create effective customer experience strategy to streamline customer interactions to drive favourable business outcomes. As they are customer-first & prefer the smart way, they wanted to coach vendors to understand customer data & tie the satisfaction scores to the business strategy.Other objectives were understanding customer personas, build brand confidence, increase satisfaction, & drive customer loyalty.

Our client was mulling over a CXM solution to boost Cust-Ex.

The Solution

From North America to the Europe & from the Middle East to the Asia Pacific, WovVXM is a global phenomenon. 

When WovVXM entered the CXM foray, 91% of the enterprises had said they wanted to be CX leaders but only 35% had taken formal CXM initiative, making the global CEM landscape this solution’s playground. Our client gave slogan Stop, Eat, Wash, Fuel, & Shop to the highway travellers with the vision to become India’s most preferred network of wayside amenities provider by improving customer experience. After shortlisting & evaluating too many CEM solutions, they put their trust in WovVTech’s WovVXM.  This low-entry-barrier, cloud-based, SaaS solution easily integrated with their existing ecosystem dashing off precious insights from day one. We took a unique approach to implement this amazing CXM solution all this while keeping their CX mission close to our heart. From implementation to driving insight, the entire process can be explained in three-steps: BUILD, CAPTURE, & ANALYZE. 

BUILD

 We helped them create DIY feedback forms to capture responses from highway travellers.
Customized our solution as per their brand.
Provided multiple language support to handle diverse audience.
Provided 30+ questionnaire types to capture response.
Offered pre-defined survey templates to capture precious customer data.

BUILD

 We helped them create DIY feedback forms to capture responses from highway travellers.
Customized our solution as per their brand.
Provided multiple language support to handle diverse audience.
Provided 30+ questionnaire types to capture response.
Offered pre-defined survey templates to capture precious customer data.

BUILD

 We helped them create DIY feedback forms to capture responses from highway travellers.
Customized our solution as per their brand.
Provided multiple language support to handle diverse audience.
Provided 30+ questionnaire types to capture response.
Offered pre-defined survey templates to capture precious customer data.

“We found WovVXM best for syncing customer experience with our service delivery workflow” – The Client

The Result

“WovVXM helps get single view of customers, optimize operations based on customer preference, ensure effective customer lifecycle management & gain real-time insights.” – CX leader of our client

The implementation of the customer experience management solution in our client’s premise led to transformative effect on the way customers’ voice is heard. There was steep rise in the key customer satisfaction metrics indicating that the implementation has been completely successful & the company is well on its way to achieve the desired business outcomes. Here is the result of this implementation.

  • Working with a culturally-diverse customer base they were lacking understanding of local preferences.
  • They earned a brand name by analyzing visit frequency, media ads, & how visitors came to know about them.
  • They improved service & hygiene standards by analyzing customer feedbacks through embedded analytics.
  • They have achieved consistency in service level at different food courts by comparing key CXM parameters at different locations. 
  • They found hidden patterns in customer behaviour which helped them to cross-sale & up-sale, and they replicated the success on other locations.
  • With deep customer insight they have managed to create a hygienic & Covid compliant stop overs winning new customers in the process.