The newly opened V Care centre is an integral part of Volvo CE?s objective to offer customers total lifecycle care and ensure customer complete satisfaction.

Volvo Construction Equipment (Volvo CE) recently announced the opening of its first Customer Contact Centre ?V Care? in India to help customers achieve higher productivity by minimising their machine downtime. The centre will record and process all customer issues centrally and in real-time, giving Volvo CE the ability to monitor dealership customer serviceability and enable them to resolve customer issues quickly and efficiently. The new centre is an integral part of Volvo CE?s objective to offer customers total lifecycle care, from providing equipment to support and partnership, and ensure customer complete satisfaction.

Customers can reach the Volvo CE V Care Customer Contact Centre based in Hyderabad via a toll-free number across India to register concerns regarding machine performance and enquire about new purchases. The calls are first routed to the customer?s respective dealerships for resolution and escalated to Volvo CE?s customer services department as necessary.

Every dealership is equipped with a live dashboard which displays the status of customer enquiries; a similar dashboard view is provided to Volvo CE?s main customer solutions department which oversees the progress of each customer enquiry across India.

The new centre implements a process-driven Customer Relationship Management (CRM) model to enable customer focus and process efficiency. It is equipped with a fully automated system where a pre-defined TAT (turnaround time) at every step of the process ensures prompt customer service with escalation mechanisms built in if the dealer or technician is unable to respond to a query within the stipulated time. Volvo CE has set Key Performance Indicators (KPIs) to address all kinds of customer enquiries to measure performance and efficiency of dealerships and the customer services team. The centre gives customers a single-point contact for complaints and resolutions, status updates on their enquiries proactively and consistency in serviceability.

Commenting on the announcement of the new Volvo CE V Care Customer Care Centre in India, AM Muralidharan, President, Volvo CE S&M India said, ?When customers choose Volvo construction equipment products and solutions, they are assured of the most committed long-term partner for their requirements. We understand that construction equipment is a customer?s tool for productivity and machine downtime is perhaps the most grueling part of a customer?s journey. We are now taking a proactive approach to managing and resolving customer concerns so customers can get back to business quicker than before. With the Customer Contact Centre, we will focus beyond warranty machines by monitoring the entire lifecycle of our customers? equipment across India.?

Vincent Tan, President ? Sales Region Asia Pacific, Volvo CE said, ?India?s diverse geographical terrain and varying local nuances make it a unique market. When customers adopt Volvo?s construction equipment in the most demanding environments here, we know that their experiences and demands are also unique, and hence the investment to establish our first Customer Contact Centre in India and get closer to our customers.?

Volvo CE?s new V Care Customer Contact Centre was inaugurated by Vincent Tan and was attended by the senior management of Volvo Group including AM Muralidharan; David Hill, Vice President ? Finance & Business Control (APAC), Volvo CE; Dimitrov Krishnan, Vice President ? Aftermarket and Customer Solutions, Volvo CE, along with all of Volvo CE?s dealers in India and the Customer Contact Centre personnel.

Customers can access the centre on 1800-108-6586 from Monday to Saturday between 9.00 am and 6.30 pm.