Case Study: Asian Paints reduces average handle time by nearly 40% and boosts dealer satisfaction 80% with Alvaria’s Aspect Unified IP

Asian Paints improves customer interactions, loyalty, and organizational productivity with unified solution from Aspect

Asian Paints, India’s largest paint company with a $1 billion turnover and a 30,000‑strong dealer network across 17 countries, faced service limitations from a primitive legacy telephony system and inconsistent dealer interactions. Dealers—responsible for over 70% of revenue—could only call during office hours to 150 sales offices where depot staff lacked a customer service mindset, making responsiveness, consultation quality and scalability key challenges as the company pursued expansion and stronger customer loyalty.

Asian Paints deployed Aspect Unified IP in a two‑stage rollout—starting with a 50‑agent pilot and expanding to 350+ agents—integrating it with a new SAP‑based web dashboard, toll‑free access, outbound calling and process re‑engineering plus standardized agent training. The unified solution cut average handle time by nearly 40%, boosted dealer satisfaction by 80%, increased service availability by about 33%, significantly reduced waiting times (and effective manpower needs), improved agent productivity and upselling, and sped up go‑to‑market communications.

Asian Paints

Deepak Bhosale

Chief Manager - IT