6^th Annual Edition

Creating innovative products is one thing but if your customer service isn't great then it doesn'More so, if you're operating in a fiercely competitive sector like automotive. That's a lesson Ghosh learnt the hard way. Honda Motorcycle and Scooter India was inundated with customer complaints ranging from sales commitment for delivery, to service related quality and speed issues. To resolve the complaints it needed a robust mechanism which could cater to receiving, registering, tracking, and closing customer complaints. It was also necessary to quickly generate MIS for senior management. Ghosh knew fully well that the company needed to be more responsive to customer complaints across all touch points. He tapped into his creative insights to build an in-house portal to manage customer complaints. The project spelt multiple benefits for the company. It shortened the lead time in resolving complaints by 10-12 days. By building the system in-house, Ghosh saved about Rs 80 lakh.