Whirlpool Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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Whirlpool
‘Global home appliance Brand’ – Our partner since 1999

Introduction

Whirlpool Corporation is the world’s leading manufacturer and marketer of major home appliances, with annual sales of over $11 billion, 68,000 employees and with 50 manufacturing and technology research centers around the globe. The company has its presence in markets in more than 170 countries.

Set up in 1996, Whirlpool of India is a 2500 strong family, with an extensive sales and distribution network, robust manufacturing and R & D infrastructure

Whirlpool Requirement

- A suitable service provider to set up and manage their Customer Interaction Centers and back office processes for a more effective reach to the customer.

Our Solution

IVG solution enables access to Whirlpool of India’s SAP based setup and ‘Household database’ through a secure link for servicing customer contact at all touch points.
In addition, InfoVision team carries out all data base management activities to ensure the accuracy of Whirlpool’s Household database consisting of over 1.2 million members.

IVG Services include:

»	Database management
	- Capturing data from hard copy customer registration forms, web, and email and contact center help line.
	- Populating data base as per rules
	- Data validation through De-duping and data cleaning.
»	In bound Call Centers
	- Complaint management
	- Queries resolution
»	Out bound Call centers
	- Dealer calling
	- Various calling activities such as ‘Courtesy calls’, ‘Talk to her’
	- AMC sales
»	Management of Merchandising, contests & fulfillment activities.

Strictly confidential: Cannot be reproduced or copied without prior consent of InfoVision Group