Gmmco has won the Operation Excellence Award for the project “Differentiated Customer Service & Engagement Strategy Leading to Incremental Service Business Growth” for the year 2015.
The Project set out to increase the Service business of Construction Equipment Business. Several key initiatives like Enhancing coverage, Rollout of PMA Growth program, implementation of G-SMART (Standard Repair options) solutions, loyalty programs were implemented through this project.
- 451 untouched Customers were visited
- More than 170 Technical Audits completed to improve Customer engagement
- 14 Promotional campaigns organized through SMS, Email and Whatsapp for Promoting PMA growth programs
- 32 Standard jobs for BHL, 2021 and 320 developed in G-SMART solutions and 12 SMS promotional campaigns in vernacular languages organized to promote these offerings to Customers
- G-SMART (Gmmco Service Management And Repair Tool) Mobile APP Beta Version for Customers developed by Gmmco 6 Sigma , Marketing and PS Team
- 3 Tier coverage of Customers through CSE/ PSSR/ISR
- Improved version of GATS-APP ( Gmmco Any Time Service APP) developed by Gmmco 6 Sigma and PS Team for registering Service calls thru SMS
These efforts resulted in the significant growth in PMAs and Service revenue. Over 300 Customers benefitted through PMA growth program & other loyalty programs. Gmmco has won the APDS President’s Award consecutively for the last five years and this is the eighth award in twelve years.