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Driving a meaningful customer experience for a leading heavy machinery equipment manufacturer

The situation

The client wanted to  provide a seamless digital experience for its customer base which is not too conversant with digital technologies.

 

The client, a leading construction equipment player in India, wanted to provide a seamless digital experience for its customer base which is not too conversant with digital technologies. The client was operating with too many manual processes which were increasing expenses for everyone involved.

Data sanity and synchronisation were the main challenges faced by the  client due to the lack of real-time integration between systems. Manual  execution of processes for all stakeholders resulted in a very high turnaround time. The lack of centralised client data management resulted in poor engagement and interaction with clients. Customers were interacting with dealers and the construction company offline and a single unified  portal was missing.

Our client wanted to drive a more personalised and seamless e-commerce  experience, intended to serve as a one-stop-shop for clients, customers, dealers as well as business stakeholders.

PwC’s role

In this digital transformation project, PwC took on the role of the system  implementor. Our community of solvers provided subject matter expertise  in business, experience, and technology consulting.

The team helped design and implement the user experience, a digital-first solution which streamlined processes for various internal and external stakeholders. PwC also established expertise and experience in all  programme management related dimensions and delivered the desired  business outcome. After going live with each phase, PwC provided ongoing support to assure project maintenance, scalability, and success. 

The team analysed key personas, and envisioned experiences in line with  their decision-making habits and purchase behaviours. From product  comparisons to quote requests to machine servicing records and reminders,  the platform had the customer at the centre from its inception.

 

results

Results

With a single platform, the client automated the manual processes,  reduced turnaround time, and improved the way it engages with  customers and dealers.

2x faster process for creation of service tickets

2x faster process for creation of service tickets

50% reduction in service request resolution time

Reduction in service request resolution time


High conversion rate and reduction in return orders

High conversion rate and reduction in return orders

Internet of things (IoT) enabled fleet management helped in preventive maintenance

Internet of things (IoT) enabled fleet management helped in preventive maintenance


50% reduction in turnaround time through chatbot

Reduction in turnaround time through chatbot

Increased dealer and customer interactions

Increased dealer and customer interactions


Skill mapping of service engineers for call allocation and assigning the right person to the right job

Skill mapping of service engineers for call allocation and assigning  the right person to the right job

Increase in opportunity and prospects, ultimately resulting in increased market share

Increase in opportunity and prospects, ultimately resulting in increased market share


Digital transactions resulted in reduced transaction costs

Digital transactions resulted in reduced transaction costs

Digital innovation provides transaction ease in remote/rural places

Digital innovation provides transaction ease in remote/rural places


Reduced dealer onboarding time by 50%

Reduced dealer onboarding time by 50%

Reduced manual intervention and increased sales team productivity by 100%

Reduced manual intervention and increased sales team productivity


Ease of access to reports and dashboards showing service visits and revenue

Ease of access to reports and dashboards showing service visits and revenue

Unified view of transactions ensures enhanced governance and transparency and adds to paperless initiatives

Unified view of transactions ensures enhanced governance and transparency and adds to paperless initiatives

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The client didn’t want to just gain new insights and improve performance for themselves, they also wanted to unlock these benefits for their customers.


Jayaram Nair
Managing Director, PwC

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