Page 36 - Arvind 2024

Customer relationship management and success at ASL
Overview
At Arvind SmartSpaces,
we extended our customer engagement to encompass
every touch point with the customer. Over time, this approach manifested in extending beyond mere sale to engaging experiences. Even as promised delivery was essential, the commitment extended to delight customers at every touchpoint, deepening trust, loyalty, and satisfaction.
The Company seeks to delight at every touch point in the customer life cycle through customer- centric offerings, timely property handover, self-service convenience (through the customer portal), value-added maintenance services and innovative Pro-Res services.
Customer feedback survey
process
The Company employed a
survey system triggered from the Salesforce (SFDC) platform, where customers provided feedback on experiences covering property registration, onboarding, handover and service request closures.
Key initiatives, FY23-24
ƒ The Company established
a dedicated relationship management process where each customer was allocated a single point of contact for the resolution of queries or issues
Customer centricity
At Arvind SmartSpaces, the
focus lies in delivering a seamless customer experience. The dedicated service request modules recorded customer interactions, ensuring that every call and email generated a timely organisational response. The Company shared monthly construction progress updates with customers, keeping them completely informed about when their home would be complete.
Since happy customers represented the Company’s most potent ambassadors, the Company
introduced customer referral and loyalty programs to encourage customers to refer the properties to others. The Company’s user- friendly customer portal put the power in client hands; they could access information and get quicker resolutions.
SFDC, the Company’s licensed access platform, served as a comprehensive repository for all customer information. Access to this tool was controlled, restricted solely to authorised CRM personnel. This control ensured the integrity and confidentiality of customer data.
Enhancing the customer experience
Proactive communication
Customer engagement activities
Internal processes around SOPs
Team empowerment through confidence and skill building
Reduced manual engagement through enhanced automation
Prompt response to customer queries
34 | Arvind SmartSpaces Limited
ƒ The Company conducted events and activities in handed- over projects to enhance the living experience, fostering a strong sense of community. The Company’s relationship managers wished customers on their birthdays and anniversaries
ƒ The Company tracked the turnaround time on calls and service requests
ƒ The Company launched a dedicated customer portal to provide expedited access and a swift resolution of issues for the benefit of customers.