Transcript
By:-Rahul AnejaSachin KumarShantanu BhattacharyaShobhit Agarawal
AgendaAbout the company.Existing CRM model, An E-CRM approach.
Services.Customer.
Experience as a customer.Stations of Experience.A mail From Customer Forum.Recommendations.
About the companyFounded in 1945.It is India's second largest two wheeler
manufacturer[1] and the world's 4th largest two- and three-wheeler maker.
The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1946.
The company is headed by Rahul Bajaj who is worth more than US$1.5 billion.
An Existing E-CRM model of Bajaj
CUSTOMER CARE
E-CRM
SERVICES
SERVICES
Troubleshooting
Maintenance Charts
Service STN Locator
Bajaj Genuine Parts
Troubleshooting
Possible problems
Sol
utio
ns
Online Maintenance chart
Online service center locator
Bajaj genuine part
Customer Care
Customer request form
Experience as a customer
Experience as a customer.Meeting the sales man.Option for cash payment or loan.Requirement of colour.Call intimation.Delivery.After sales service.
Station of experience
Stations of Experience
A Customer mail through forum.To,The Customer Care, Bajaj Auto Ltd.Date: 21st June, 2008.Sub: Spare parts for Kawasaki Bajaj Eliminator.Dear Sir, This is with the reference to two wheeler Kawasaki Bajaj Eliminator which we
have bought in the year 2005. Considering the market share of Bajaj in two wheeler we opted for Eliminator though it was in collaboration with Kawasaki.
But unfortunately it was always the problem of availability of spare parts with the companies authorized workshop so we had pay almost more than double the price to procure from local dealers.
Now this is really absurd at times even some small parts as Head screw is not available and even Bajaj Avenger parts cannot be used due to incompatibility.
So I request your kind self to kindly guide us from where to get genuine spare parts for Eliminator at realistic price.
Thanks, With warm regards,Ahzaz PatelB-14, Firdaus Apartments, 24, Veer Savarkar Marg, 5th Floor, Mahim, Mumbai 400 016.Mobile : 09322246896email: ahzaz@gtindia.net
Recommendations
Focus on the service centers.Speed-up the process for documentation, if
not possible then improve the ambience.Increase the spare part availability.Follow-up customer periodically.Post sales analysis.Improve 24X7 Customer call center.
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