Case Study: JSW MG Motor India achieves 22% higher customer satisfaction with Exotel

JSW MG Motor India boosts customer satisfaction 22% with Exotel

JSW MG Motor India Pvt Ltd, a British automotive brand in India, faced significant challenges in customer communication. Their system was fragmented across 120+ dealerships, leading to inconsistent service, difficulty tracking agents, and customer confusion over dealership legitimacy. They partnered with Exotel to implement a unified cloud contact center platform to overcome these hurdles.

Exotel provided a unified cloud contact center with a single number, dedicated virtual numbers for each dealership, and an automated feedback system. This solution centralized operations, streamlined agent tracking, and reinforced brand identity. The results included a 22% increase in customer satisfaction scores, an 18% improvement in inquiry handling efficiency, and an 85% feedback collection rate with 90% of issues resolved within 24 hours.

JSW MG Motor India Pvt Ltd