The CSS Team of The House of Abhinandan Lodha is all about going the extra mile for its customers
"Business number nahi, business log hai... sirf log (Business isn't numbers, it's the people)." This is an iconic dialogue from Rocket Singh: Salesman of the Year. Though, the protagonist was an aspiring salesperson, he believed that customer satisfaction and loyalty is what makes a business progress.
At The House of Abhinandan Lodha, Namita Bakshi and her 23-member Customer Service and Success team (CSS) have a similar belief that 'when the customer comes FIRST, the customer will LAST!'
Guided by the vision of prioritising innovation as a core competency, the CSS team works on a comprehensive engagement model based on information, ease, and experience leading the customer to be the Brand ambassador adding to the bottom line.
The team is power-packed with its mix of experts from various cohorts that matter at HoABL. It comprises of Hamsa Dara, Shruti Kikani, Glen Fernandes, Bhavnesh Kuttan, Chetan Uttmani, Sneha Desai, Aboli Adivarekar, Rhea Dhameja, Onkar Naik, Sanket More, Gaurav Gupta, Zainab Kanchwala, Krishanu Bhattacharya, Prachi Raut, Ruchika Agarwal, Taniya Kalal, Kshitija Warange, Dipika Shirsath, Shobhnath Sony, Nikhil Chorge, Anand Sonavane, Mahesh Ranpise, and Anand Kamble.
While the team operates on levers of technology, product, and experience, it aims to deliver customer excellence by internalising what the brand stands for:
· Ho – demonstrating a Holistic attitude towards customers
· A – being Approachable and understand our customer needs
· B – providing information / resolution to the customers with Benevolence
· L – Leaving the customer with an invitation to return
To ensure they deliver the best experience to the customers, the team works in three cohorts:
Wealth Management – Key Account Managers (KAM) double up as wealth advisors for our customers and manage the front end of HoABL’s relationship. KAM builds, maintains and owns relationships, ensures constant engagement with customers during the life cycle and moments of planned spontaneity. KAM directly impacts the revenue generation for the team.
Revenue Management – Collections team is the connect between the customer and the organisation responsible for the collectible management from the customer and ensuring that all necessary processes are adhered to enable collections. The team is responsible for cash flow management and projections.
Service and Support Excellence – Service front end team ensures high standards of service delivery and query resolution within specified TATs. The service led mindset protects customers interest while giving them utmost importance. The team’s measurable goals are CSAT and NPS while creating Brand Love amongst the customers. The support function the backbone of CSS team that builds and ensures adherence of watertight policies and procedures to achieve highest operational efficiencies.
At HoABL, every customer is a family member who deserves a transparent and easy experience when it comes to land ownership and the CSS Team is here to provide that!
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