LAVA International has been awarded the SAP ACE Award 2014 - Best Run Award in Customer Experience-Service category in the Indian subcontinent for the development and creation of service delivery architecture using SAP Customer Service, SAP Enterprise Portal, SAP CRM and SAP Social Media Solutions.
The SAP ACE Award is an industry benchmark to recognize the best of best-run businesses in the Indian subcontinent. It honours business excellence achieved through the implementation of SAP solutions. The selection process is based on the submission of online nominations which are further shortlisted by independent jury members and followed by 2-3 rounds of interviews.
Virendra Rai, Vice-President & Head IT, Lava International Ltd, said, "With the changing times, we have become highly technologically dependent, whether at business systems or the products and services that are being offered to customers. This use of technology in the best possible manner has helped us to lay the foundation of superlative customer experience, thereby establishing a differentiating factor in the market. Our work in different dimensions of Customer Service has given dramatic results in the form of improved response times, predictability and consistency of dealing with customers. It is imperative for businesses to invest in the best suited IT solution that leads to high Return on Investment (RoI) and other realized benefits. We are delighted to receive the SAP ACE Award in recognition of our pursuit of excellence in technology and hope to further better our edge towards the use of technology to boost business."
"The ACE awards are an industry benchmark that recognize the best-run businesses in India and serve as SAP’s tribute to the customers who have used, learnt, innovated and leveraged the power of SAP solutions. We congratulate the entire LAVA International Limited team on winning this award,” said Ravi Chauhan, Managing Director, SAP India.
This award showcases LAVA’s investment in technology to build an ecosystem of remarkable customer servicing. In the thriving world of information technology, customer service has been the biggest challenge in the technological area for the industry due to a large number of service requests, queries, and complaints coming on multiple channels. The system existing initially was unable to cater to customer needs in an integrated manner. However, with Lava’s implementation of the solution, call handling was made effective by increasing first-time closures, reducing the call handling time and reducing support to calls centres. The new method saw a remarkable improvement in customer Turnaround rate by 70%, a 60% rise in the Customer Satisfaction levels, 80% improvement in service partner payment cycle & efforts and reduction of Service Cost by 1% of revenue per year.
