Introduction/Background:
The Capco India CSR team, in the third quarter of 2021 partnered with Biolite on a CSR initiative that was facilitated by Bankers without Borders (BwB), starting on 08-Jul-2021.
BioLite is on a mission to bring energy everywhere with revolutionary products that transform the way we cook, charge, and light our lives off the grid. They are a team of engineers and designers, operators and analysts, storytellers and evangelists, who believe that advanced technologies, built on sustainable business practices, have the power to change the world. Their unique Parallel Innovation business model pairs the needs of families living in energy poverty with the passions of outdoor enthusiasts pushing the boundaries of life outdoors and on the go.
Project Summary & Objectives:
The team consisted of twelve volunteer consultants from Capco to assist Biolite in resolving customer queries, eliminate technical issues, and providing customers with efficient services. They required a CRM tool that served this purpose. The team of volunteers tackled this engagement in two phases: Phase I – Performing a market research and comparison analysis to select the best CRM tool as per the requirements of Biolite to manage the after sales services of their products; Phase II - Design, Implement & Handover of the selected tool.
What We Did:
Over the next 8 months, our CSR team provided the following support:
1. The creation of vendor comparison & analysis matrix, vendor request for the proposal document to assist with the decision on tool selection;
2. Successful completion of Phase I helping the client to make an informed decision to choose Zendesk;
3. Engagement with vendor (Zendesk) to formally agree and close out on the subscription plan, cost and support;
4. Initial setup of the structure for the tool to be used by partners, Biolite users to manage the ticketing process;
5. High level training and query resolution sessions with the vendor for the structural setup of the tool;
Results:
The work completed by CAPCO volunteers will empower BioLite to continue to provide world-class support to their partners and customers as they grow out of their previous tools.