Servicing and maintenance are pivotal touchpoints in the EV customer journey, directly impacting satisfaction and long-term loyalty. A leading Indian EV manufacturer faced growing dissatisfaction among its customers due to high service costs, delays, and recurring post-service issues. While the company excelled in product innovation, these operational challenges were eroding its brand value.
Partnering with Numr CXM, the manufacturer employed advanced CX data analytics and a robust CX strategy to uncover pain points, optimize service delivery, and enhance overall customer retention. The initiative not only resolved immediate concerns but also delivered measurable ROI of CX by improving the customer lifetime value (CLTV).
Key challenges identified included:
Callout:
"Recurring issues and inconsistent service delivery created friction in the EV ownership journey."
Numr’s Customer Journey Analytics (CJA) platform played a crucial role in identifying systemic issues across the service network. Through real-time feedback collection and sentiment analysis, the system flagged several recurring patterns:
These insights allowed the company to move from broad assumptions to actionable, targeted interventions.
Callout:
"CX data analytics uncovered hidden inefficiencies, paving the way for strategic improvements."
Numr CXM implemented a comprehensive strategy to address these issues:
Callout:
"Transparent pricing and enhanced training turned dissatisfied customers into loyal advocates."
The implementation process focused on embedding insights into daily operations:
Callout:
"Empowered staff and optimized workflows were key to improving the customer journey."
The initiative delivered measurable improvements across key performance areas:
Callout:
"Streamlined servicing and better staff training delivered stronger retention and a measurable ROI of CX."
This case study demonstrates the importance of addressing operational inefficiencies in servicing to enhance customer satisfaction and loyalty. By leveraging Numr’s CX data analytics and a customer-centric approach, the EV manufacturer transformed its service network into a competitive advantage.
With actionable insights and a robust CX strategy, the company improved key customer experience metrics, optimized the customer journey, and delivered measurable financial gains. This initiative underscores the value of aligning operations with customer needs to achieve sustainable growth.
Callout:
"From resolving service delays to improving transparency, Numr CXM empowered the EV manufacturer to maximize customer satisfaction and loyalty."
Gourab Majumder
Gourab is a passionate marketer with deep interests in CX, entrepreneurship, and enjoys growth hacking early stage global startups.
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