English
JapaneseSuccess Story
Voltas Self Care Portal
Elevating Customer Service and Operational Efficiency.
Company Name
Voltas, a TATA Product
Industry
Home Appliance Company
Impact
Empowering, Robust and User-Centric
Application
Service Portal
Background
Voltas recognized a critical need to modernize and streamline its customer service operations. Traditionally, customers had to rely on call centers for a variety of services, including product purchases, service requests, and registrations. This dependence on manual processes led to inefficiencies, slow response times, and customer frustration. To address these issues and enhance customer satisfaction, Voltas decided to transition these functions to an online portal, aiming to empower customers and dealers, and reduce the dependency on call center agents.
Challenges Faced
Dependence on Call Centers
Customers had to make phone calls for purchases and service requests, leading to long wait times and high call volumes. Franchisee or dealer registrations and other requests also required phone calls, adding to the workload of call center agents.
Delayed Closures and Inefficiencies in Service Management
Technicians relied on paper-based methods for tracking and closing service requests, which were time-consuming and error-prone. Service requests often had delayed closures due to the slow manual processes.
Scattered Customer Data
Due to lack of a centralized portal, customer data and service history were not easily accessible or manageable.
Solutions
New Voltas Portal
The portal homepage was designed to be intuitive and comprehensive, featuring various tabs for service requests, product registration, demo/installation requests, and more. This streamlined interface aimed to provide customers with easy access to all necessary functions.
Shared Account Management
Families sharing a single contact number can manage multiple accounts via the portal. Customers could log into the website and access multiple accounts and addresses registered with their number. This allows them to select the account they wanted to manage for service requests and other activities.
Technical Overhaul
The portal’s technical architecture was built using modern web technologies to ensure robustness and scalability using Angular for creating a dynamic single-page application (SPA) and Laravel to handle server-side operations and integration with the Siebel application through REST APIs with MySQL as Database storing and retrieving customer data.
Business Outcome
Improved Efficiency
95% service requests are now closed online, drastically reducing manual intervention.
User Adoption Rate
40%
increase in user registrations within
the
first six months.
AMC Purchase Conversion Rate
50% of AMC purchases were initiated via the "Buy AMC" button on the portal.
Portal Uptime & Performance
99.9%
uptime, ensuring uninterrupted access
to
services.
