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Tata Power Solar adopts customer complaint management practices from Tata Motors, Tata Steel and Voltas

Published on May 06, 2021

Tata Power Solar’s roof-top business is transitioning from a B2B to B2C model and has an aspirational growth target of 10x. In this process, the company is facing a challenge in handling customer and channel partner complaints. With an aim to learn and understand similar processes across other B2C Tata companies, Tata Power Solar approached Tata Business Excellence Group (TBExG). In turn, TBExG facilitated best practice sharing sessions on complaint management system between Tata Power Solar and three group companies: Tata Motors, Tata Steel and Voltas.

In the first session with Tata Motors on February 4, 2021, Gunjesh Kumar, Deputy General Manager, Tata Motors, shared his company’s practices around dealer complaints/feedback received on SAP and how it is mapped in the system. Further, based on feedback/complaints received, how projects are taken up, bucketed, evaluated and monitored was also demonstrated.

On February 11, 2021, in the second session with Tata Steel, N Nagaraj, Senior Manager - Consumer Experience, Tata Steel, discussed his company’s practices pertaining to customer mapping, planning, and warranty in the system, booking an appointment by the call centre and stock order bifurcation.

The third session took place on February 13, 2021, in which Girish Shah, Customer Service Head, Voltas - UPBG, gave a detailed explanation around the company’s warranty process, voice bot and customer support using Whatsapp.

Participant Speak

Highly appreciate the role played by TBExG in aligning knowledge-sharing sessions for our roof-top business. Process of understanding our requirements and connecting with the ‘best in the industry’ was executed very diligently by the TBExG team. These sessions will play a significant role in shortening our learning curve and replication of best practices.

Rajneesh Sabharwal, Head - Sales Operations, Tata Power Solar