Blue Star Case Study | Smart Customer Service App by Bombay DC

Overview

Blue Star’s latest line of connected devices are at the forefront of innovation. While the devices change lives at home, customers also need a convenient device management solution. And so, the brand partnered with us to create a top notch customer service app. With over 20 lakh service requests raised annually, the app would also serve to reduce dependency on physical call centres.

From providing seamless service booking and real-time tracking to intuitive auto-linking of products, we engineered an experience that eliminates complexity and empowers customers to take full control of their device care. Focusing on transparency of information and customer-focused features, we redefined convenience with a goal to set a new benchmark for app-based device management. This is the future of device care—and we are proud to have made it happen.

Key takeaways

All-round appliance management in one place
Easy service requests and tracking
Reducing cost of ownership via timely reminders
Optimised operations and cost-efficiency

All-round appliance management in one place

Customers can manage all aspects of their appliance’s maintenance from a single place. This ensures customers are constantly updated about device health, service milestones, pricing, and every stage of their service request.

Helping customers conveniently find information through an easy-to-use dashboard.

Building trust by being transparent about all costs involved, upfront.

Easy service requests and tracking

Asign not only unites members of the art community but also verifies them, ensuring that both artists and collectors can connect with trusted sources. Piracy and duplication pose significant challenges for artists, while collectors hesitate to buy from unverified sources due to the risk of counterfeit artworks. To address these concerns and foster trust, a robust system was introduced where every artwork undergoes a thorough verification process post which it is awarded an Asign Protect+ tag.

Keeping users informed via intuitive and informative screens at every stage of the service process reduces uncertainty and develops trust.

Booking, tracking, and modifying service requests is made easier, providing users with complete control.

Reducing cost of ownership via timely reminders

When customers miss service intervals, the appliance is more likely to break down, resulting in repairs, which can be far more costlier than services. By dynamically updating product status, and sending timely reminders, the app helps minimise appliance downtime and repair costs.

The app tracks service intervals and sends notifications to ensure regular servicing and minimising high repair costs.

Optimised operations and cost-efficiency

Efficiency in operations plays a key role in reducing overheads for businesses. The app streamlines service management by offering quick solutions for common issues, reducing the need for technician visits and lowering costs. Its SFDC integration enhances data management for greater efficiency, while minimising reliance on call centres for seamless, self-reliant customer support. The app also prevents duplicate ticket raising for the same issues to avoid overloading precious company resources.