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.
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.
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.
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.
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.
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.
