CRM- Savita- Malwa Honda,Okhla (1) (1).pptx

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1. Champions Round (Zonal Level) – Skill Contest 2024-25 Participant’s Photo Participant Details : Name : SAVITA Age : 37 Total Experience : 13 Years HMSI Experience : 7 Years Qualification : Graduate Dealership Details : Dealership’s Photo Dealership Name : Malwa Motors Pvt Ltd Location : Okhla (New Delhi) Promoter Name : Mr. Nitin Sharma Date of Inauguration : March 2003 Total Employees : 77 # of AD/Branch’s : 4 # of ASCs : 2 * 1 ASC At Modi Mill under WIP Business Aspects : Achievements Parameters Value* Vehicle Retail (No's) 800 Service Visit (No's) 3100 Complaints Escalated to HMSI (No's) 5 Complaint Occurrence Rate (No's) 0.26 PSF Conducted (%) 99% Customer Satisfied in PSF (%) 90% Complaints Recd. at Dealer channel (No’s)- SPOC 130 Complaints Recd. at Dealer channel (No’s)- Other than SPOC 80 *Avg. of current Fiscal Year (Apr’24~ Jan’25) Dealership : Area incharge : Ramesh Bhartari San & Zonal Incharge : Shvetank San 4 Times National level Qualified – Service Manager & CRM Winner of Budding Star of Delhi Contest 2024-25 Lowest Customer Complaint [ CC Occurrence ] dealership of Delhi Highest DCSI Score Improvement [ + 7 Points ] wrt LY SPR > 100% Score Dealership Highest Digitalization Usage dealership [ Auto dialer 100%] , Smart W/S – 96% Highest PSF, Instant Feedback Ach in Delhi Highest New Initiative Oriented Dealership in Delhi [Chat Bot Service, Google Event Reminders ,Free Pick & Drop via Electric Vehicle etc]

2. Skill Contest – 2024-25 (Zonal Round) Business Situation Related Answers

3. Skill Contest – 2024-25 (Zonal Round) Q.1. What are process gaps which are resulting customer dissatisfaction? What kind of Proactive and preventive measures you will plan? Initiative solution for reduction of customer dissatisfaction . Implemented proactive approach Final Inspection and Post service follow-up 1. First time Right Repair 2. Ensure100% Final Inspection By strengthen FI process, deducted customer dissatisfaction Ensure 100% Instant feedback Post Service Follow up It's important to be prepared on Reactive approach Provide Resolution SPOC complaints Ensure 100% complaints capture on HiRISE bye CRE From Single point of contact. Ensure 100% customer follow ups & updates for internal complaints. Analysis of Dealer channel complaints find root Couse and implement solution Ensure Highest FRR Ensure 100% FI PSF SPOC Implementation of Quality checks with Smart Workshop 5 Quality gate check points Reactive resolution Proactive approach Ensure 100% Mobility feedback Ensure 100% FI Understand customer's experience with Customer Satisfaction & business Growth Ensure 100% CRE trained for complaint capturing

4. Skill Contest – 2024-25 (Zonal Round) Q.2. What is PSF & Instant Feedback coverage trend? Share Top3 Actions to improve the coverage of both activities. Training helps strengthen skills thereby improving individual & dealership business Required coverage % Done (Ave.) Result PSF 100% 61% Escalation in HMSI Instant feedback 50 % 12% Dissatisfied customer Focus on Process – OJT Training to CRE Providing Resources to CR Manpower Continuous 3 Times PSF & IF Call Providing On Job training to all CRE on PSF , How to Talk , What to Talk & How to Respond on Customer Queries Hiring of Quality CR Manpower Providing them Resources – Mobile, Laptop & Internet for Follow up Continuously chasing & doing Follow up of Customer who didn’t picked the call once. (SMS sent)

5. Skill Contest – 2024-25 (Zonal Round) Q.3. How would you ensure strengthening of Single Point of Contact (SPOC) and timely resolution of Customer Complaints received through SPOC? Explain the process of updating and closure of Internal Dealer channel complaints. Malwa Honda empathize with customer and Offer customized solutions to customer problems Training II Promotion II Registration II Follow up SPOC Process Flow SPOC Registration Process Customer Called on Dealership Contact Customer Contacted Registered Open Hi-rise- Contact Management [ Details Registered -Frame , Contact ] Voice of Customer Purpose & Network Selection Status [ WIP/Action Completed ] Details shared with Service Manager Follow up with Customer till concern didn’t Resolved & Close the SPOC Complaint

6. Skill Contest – 2024-25 (Zonal Round) Explained process of updating and closure of Internal Dealer channel complaints. Malwa Honda empathize with customer and Offer customized solutions to customer problems Customer voice/ key issue AD or ASC details Specify SPOC/ Internal CC Daily Updates Channel - Dealer CR Remarks

7. Skill Contest – 2024-25 (Zonal Round) Explained process of closing Internal Dealer channel complaints. Malwa Honda empathize with customer and Offer customized solutions to customer problems Status update Mission 1-2-1 (2days Resolution) Regular updates, and action complete under 2 days

8. Skill Contest – 2024-25 (Zonal Round) Q.4. Please explain, how Online Digital Rating can support dealership to increase the business? Why is it required to monitor and respond customer grievances? What all activities to be conducted to improve the online rating and reviews of your dealership? Social Media is extremely useful; Provided it is used wisely Ensuring 100% Negative Review Response by Dealership Handling Social Media Review

9. Skill Contest – 2024-25 (Zonal Round) Q.5. Calculate the Occurrence Rate of HMSI complaints and show monthly trend in graphical form. Share the activities to reduce the occurrence rate. Strengthen proactive Approach for customer Retention Service visit Ensure customer satisfaction via FI, PSF, Feedback After reacting, capture each customer dissatisfaction Give solution Do analysis Take counter measure Implement for future reference As well monitoring on weekly basis by SM FI Instant feedback PSF SPOC

10. Skill Contest – 2024-25 (Zonal Round) Q.6. Prioritize the type of complaints received at HMSI and share the action plan for top 2 contributing types through pareto. Explain at least 2 activities for each type. Root Couse