Customer Experience | Tech Mahindra

Enabling Seamless CX

Evolving consumer needs place greater importance on purchasing and customer service experiences. With the digital transformation underway for many retailers, savvy manufacturers and OEMs must envision a seamless approach at all stages of a customer’s journey. 

Solution Overview

Omnichannel CX
  • This solution accelerates digital capabilities with personalized, ultra-convenient, and effortless experiences that differentiate brands from competitors.
  • Enables digital channels as the most convenient way to communicate with customers.
Auto Finance Solutions
  • Improved loan origination process.
  • AI, OCR-based document verification.
  • AI-powered pre-delinquency analytics and residual value inspection.
Used Car Business
  • eCommerce platform that enables core and complimentary services for buyers, sellers, and dealers.
  • Engaging customer experience across channels and evaluation.
  • Providing dealers with a 360 portal for enabling seamless portal launches.
Digital Dealership
  • Dealer sales tool (customer acquisition retention app).
  • CRM and leads integration.
  • Virtual reality car buying experience.
  • eCommerce, mobility frameworks.
  • Auto CX cloud.
  • Next gen DMS implementation.
  • Data monetization.
D2C Business Model Definition
  • Using the AQPC framework to identify business processes and map to D2C.
  • Discover and define a process/persona-wise user journey map covering 7 Departments and Dealers in 4 weeks of consulting.
  • Identify how the D2C paradigm will impact key personas' daily activities.
  • Redefined business model to help stakeholders in the business comprehend their new roles.
Remote Technical Support for Dealer Technician via AR
  • AR support solution that empowers OEM dealership technicians. 
  • Get real-time support remotely from a technical assistance center.

Solution Benefits

Enhanced Customer Experience
  • Proactive, accurate customer profiling for enhanced visibility 
  • Improved effectiveness during pre-sales and sales engagement cycles
  • Greater customer satisfaction scores and shorter gestation periods
  • One-stop shop for buying, selling, financing, and repairing 
  • Integrated multiple channels to optimize customer acquisition

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