Mother Dairy Fruit & Vegetable Pvt. Ltd., one of the pioneers in the Indian dairy sector, has once again proved its claim of excellent customer service. The Company 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 prestigious Insights awards honour the business and IT leaders who envisaged, conceptualized, 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.
Speaking on the occasion, Mr. Tarun Anand, General Manger 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.”
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 & 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 & organized fashion to manage the target service levels.
Ms. Annie Mathew, CIO, Mother Dairy Fruit & Vegetable Pvt. Ltd. said, “At Mother Dairy, we believe in a customer centric universe; be it our range of products or our services. 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.”
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.
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