Mother Dairy Fruit & Vegetable Pvt. Ltd.,has been honoured with the prestigious I.C.O.N.I.C IDC Insights Award 2014, which was held in Hyderabad on 12-13 December 2014, for Excellence in Customer Experience. International Data Corporation (IDC) rolled out the I.C.O.N.I.C Insights Awards in India on completing 50 glorious years of providing strategic insights to help clients achieve their key business objectives.
Hosted for the first time in India, the Insights Awards honour business and IT leaders who envisaged, conceptualised, and successfully executed an IT/Technology Implementation that brought about tangible results for their organization. The winners, after a rigorous evaluation process, were chosen independently based on the votes of the jury and final validation of the Jury Chair Person.
Mother Dairy has been awarded under the Retail and Services vertical for proving a better customer experience through a hosted contact centre technology and managed application solution implementation. The project, named “Integrated Response Management System” (IRMS), integrates registering of all service tickets into single central system for customers (Consumer, Farmer, Trade Partner and Field Equipment User) reaching out to Mother Dairy for any business information, provide feedback & suggestion and field equipment maintenance service. The registered service ticket is auto assigned & escalated to concerned internal service team member and outsourced partner. This automation & customer-centric business processes enabled quicker response in a productive and organised fashion to manage the target service levels.
The implementation of IRMS has enhanced the customer retention & satisfaction by enabling central response management for all external touch points. It has enhanced the visibility of business Information & analytics at an organizational level to identify root cause, derive customer insights, identify key improvement area & devise corrective measures.
Tarun Anand, General Manager IT, Mother Dairy Fruit & Vegetable Pvt. Ltd. said, “It is an immense pleasure to be honoured at the I.C.O.N.I.C IDC Insights Award 2014 for our technology innovation in the business which operates in a complex space handling most perishable products like milk, fruit & vegetables along with dairy products and edible oils.”
Jaideep Mehta, Managing Director – South Asia, IDC added, “We are definitely seeing an uptrend in technology adoption across industries this year. The provision of basic IT services is a given, and the challenge now is delivering to innovation expectations. Meanwhile, CIOs face unprecedented challenges in the current times. While technology disruptions buffet them from one side, increasing interventions and independent purchasing decisions made by business leaders are increasing complexity. Through the Insights Awards we aim to recognise the select few who can exploit this adversity and convert it into an opportunity.”