CUSTOMER RELATIONSHIP

MANAGEMENT
AND
ANALYTICS

ASSIGNMENT NUMBER – 1

Program & Batch: PGDM, Batch 0f 2017-19

Term: Term V
Course Name: Customer Relationship Management and Analytics
Name of the faculty: Tushar Jaruhar
Contact No. and E-mail 8600877740
pgp17manavlakhina@imt.ac.in
Prepared By: Roll No. Name
170103112 Manav Lakhina

AIM OF THE ASSIGNMENT:

The aim of this assignment is to share a recent experience as a consumer with any said organization and highlight my
experience of the said customer service provided. I would like to share my recent experience with a local dealership
of Honda (ACE HONDA, Noida) who provided me with an excellent post-accident service
 CUSTOMER EXPERIENCE WITH ACE HONDA
On 14th June 2018, while I was driving near IMT, I met with an unfortunate accident with a Toyota Innova, that rammed
into my new HONDA WR-V, however I came out of the accident without a scratch. Post the accident, I was really upset
with the damages that happened to my car and worried about the whole insurance process I would have to go through,
to make claims for all the damages to the car during the accident.

While purchasing the car, I had opted for a ‘ZERO DEPRECIATION’ Insurance by the Honda dealership in a tie-up with
National Insurance Company, however I was skeptical about the whole insurance claims through ‘Zero Dep’ process
until now. Post the accident, I called up at ACE Honda and was welcomed with heartily greetings from the Customer
Service Executive, who called me by name as they had all the details about me stored with them and identified me via
my phone number. The Customer Executive understood my situation and immediately offered me a Crane Service to
carry the car to the location of dealership at 50% cheaper cost than other local service providers. The very same day,
the agents from the insurance company visited, approved all the damages without any hassle. All they required was
just photocopies of my driving license, insurance agreement and a written statement that I was not intoxicated when
the accident took place. Within 4 days: -

 all damaged parts of my car were replaced

 an estimated insurance of Rs. 4,62,341 /- was taken care of without any payments upfront under the ‘Zero
Dep’ Policy with a minimal charge of Rs 1000+(18% GST)
 the car was returned in a brand-new condition with a free service provided by the dealership

The said experience was really heart warming for me as a consumer, as during such a tense and mentally traumatizing
situation along with pre-conceived notions about handling insurance claims through experience of other family
members, my car was repaired swiftly, and the insurance claims were handled superbly by the dealership and their
well-trained staff. It was a delightful experience overall.

KEY DATA VARIABLES

1. CUSTOMER NAME Name of the Customer

2. CUSTOMER ADDRESS Address of the Customer

3. CUSTOMER MOBILE NUMBER Mobile number of the Customer

4. CAR NAME Name of the Car Purchased by the

consumer

5. CAR MODEL Model of the Car purchased

6. PURCHASE DATE Date of purchase of the vehicle

7. INSURANCE COMPANY Name of the insurance company

8. DATE OF EXPIRY OF INSURANCE Date of Expiry of Insurance Policy to

check the Validity

9. INSURANCE NUMBER To identify type and validity of

insurance

10. LICENSE NUMBER To identify age regulations and

driving allowances of the driver