50% Reduction in Service TAT for a Two-Wheeler OEM
50%
Faster Service
The Challenge
A major two-wheeler manufacturer with 1,500+ authorised service centres struggled with inconsistent service quality and high turnaround times averaging 4 days for routine servicing. Customer complaints were rising, and CSAT scores had dropped below 3.5.
The Solution
TrueView was deployed across all service centres with warranty validation, spare parts tracking, technician dispatch, and automated CSAT surveys via WhatsApp. Preventive maintenance scheduling was implemented for fleet customers. Integration with the existing DMS ensured seamless parts availability data.
The Results
Service turnaround time dropped by 50% from 4 days to under 48 hours. First-time fix rate improved to 89%. CSAT scores climbed from 3.5 to 4.6 within the first quarter. Spare parts stockout incidents reduced by 60%.