Aug 05
L&T Equip-Care - Better Equipped to Serve
L&T Equip-Care - Better Equipped to Serve
In a bid to keep pace with customer demands, particularly on the service side, L&T Construction & Mining Machinery Business has turned to digitalisation as part of a comprehensive three-pronged strategy. Under this, it essentially plans to allow customers to instantly connect with the company through a host of options and have their issues resolved within a specific timeframe. The initiatives being rolled out as part of this strategic exercise include a mobile app and an interactive website.
As a first step in this direction, L&T CMB has kicked off the initiative to be tele-connected through a dedicated All India Customer Care Number 1800 8339990. Named L&T Equip-Care, the new toll-free number will be the nodal point for all customer-driven communication and engagement for the after-sales support. The process involves customers dialling the toll-free number to record their service requests. The requests will be instantly routed to the respective dealer, depending on the geography, who shall then independently collect complaint data and suitably address the customer service request.
L&T CMB established an all India Customer Care Centre at Hyderabad and standardized the process with trained operators proficient in engaging with customers in multiple languages. It is expected that the interaction, automated completely from end-to-end, will enable CMB to professionalize the services and track the redressal mechanism more accurately.
Dealers would be required to be ready with service engineers fully equipped to attend to equipment breakdowns and restore the equipment in the shortest time frame. A pilot project conducted at Anugraha Construction Equipment, a Bengaluru-based dealer has already received an encouraging response. Further, detailed training programs were conducted for all the dealers on the scope and operation of the Customer Care Center. To execute this activity at the dealership-level each dealer has assigned one dedicated Equip-Care executive.
L&T CMB launched the Equip-Care program in three-phases across different locations throughout India and successfully launched the program with eight dealers in Southern & Western parts of India in Phase I during October 2018. After analysing the customer calls received by L&T Equip-Care and the real-time MTTRs of the service complaints for a 4-month period, in February 2019, the program was launched under Phase II with 15 more dealers from various parts of the country. The responses from the customers were very encouraging and the combined results of Phase I and Phase II indicated a tremendous utility for Equip-Care with regards to addressing customer concerns in a timely manner.
Next, CMB plans to launch Phase III of the exercise for its remaining dealers and encourage the customers to make use of L&T Equip-Care to make service requests. Customer feedback on the service experience is tracked at the end of each call. A separate phone number is provided 914071326523 for the purpose.


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