MyTVS syncs with Servion for customer service support

August 7, 2013: As with any company that deals with customers on a 24x7 basis, multi-brand car service network MyTVS has chosen Servion Global Solutions, a specialist in Customer Interaction Management (CIM), to set up a Contact Centre and IP telephony for its 24x7 emergency roadside assistance vertical at its headquarters in Chennai.

The software will help MyTVS handle calls from its customers and help address the problems they face in their vehicles. As part of the consultative engagement, Servion interacted with both the business and the technology teams to understand the business requirements. Based on this, it designed and deployed an Avaya Aura Contact Center solution coupled with an integrated ticket management system, and an agent desktop application to improve efficiency and productivity, resulting in positive customer experience.

Sanjay Nigam, CEO and president, TVS Automobile Solutions, said, “Customers should have a seamless experience across our different channels and they should never have to repeat any information in a cross-channel conversation. We expect to extend this solution to ensure that we understand customers completely from a 360-degree perspective. Our response and service will be more holistic and real-time.”

K Balakrishnan, MD and CEO, Servion Global Solutions, said, “The automobile industry is fiercely competitive. Organisations understand that product features are no longer sufficient to stay ahead of competition and are consequently turning to customer service, not only to acquire new customers but retain existing ones as well. I believe that the solution we had designed and delivered for MyTVS will enable it to create sustainable differentiation and offer service in line with the values they stand for.”