Client: Mahagun India Pvt. Ltd.
Location: Noida Extension, Uttar Pradesh (India)
Topline: Setting up CRM functionality and prioritizing customer satisfaction
The Value homes developed by Mahagun India under the property name of Mahagun Mywoods is a multi-storied condominium developed in a total land area of 35 acres. The property comprises of 31 towers that includes 6600 apartments with a total saleable area of around 7,000,000 sq. ft. This large complex was executed in phases throwing up challenges in terms of customer satisfaction. The residents were staying in the project where the construction work was going on simultaneously. CRM function along with DLP complaints coordination was a part of CBRE deliverable.
Solution & Outcome
A dedicated team CRM professional with a strong engagement plan/strategy was deployed at site. The CRM team was involved in a personalized engagement with the dissatisfied customer to understand their concerns, provide them with the solutions, timely updates, and closure. Strengthened the coordination mechanism with the project team and vendors for DLP complaints and weekly reviews with all the stakeholders. The overall operations were streamlined within 6 months of dedicated services and the customer satisfaction surged to new heights. Customer Satisfaction score shifted from 70% at an early stage of the services to 85% by the end of last quarter of first year of services.