Mother Dairy Fruit & Vegetable has been honoured with the I.C.O.N.I.C IDC Insights Award 2014, which was held in Hyderabad 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 awards honour business and IT leaders who envisaged, conceptualized, and successfully executed an IT/Technology Implementation that brought about tangible results for their organization.
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 is named “Integrated Response Management System” (IRMS). 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 and suggestion and field equipment maintenance service. The registered service ticket is auto assigned and escalated to concerned internal service team member and outsourced partner. This automation and customer-centric business processes enabled quicker response in a productive and organized fashion to manage the target service levels.
Annie Mathew, CIO, Mother Dairy Fruit & Vegetable said, “Project IRMS has enhanced the visibility of customer feedback multi-fold, which has enabled us to take corrective measures, improve the service turn-around time and overall responsiveness of the organization. The introduction and successful implementation of IRMS is yet another move in our efforts to provide better services to our customers.”
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."