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Tata Steel

Project type

AI Automation, Lead Generate, Digital Marketing, Technology Empowerment

Date

June, 2024

Location

Punjab, India

Case Study: Streamlining Lead Generation and Customer Support for Tata Steel Distributor in Punjab
Client Overview:
Tata Steel Limited is a global leader in steel manufacturing and a part of the prestigious Tata Group. We manage the marketing operations for the official distributor of Tata Steel in Punjab, focusing on enhancing lead generation and customer support to drive business growth in the region.

Challenges:
The distributor faced several challenges, including:

Managing a large volume of customer inquiries and ensuring quick response times.
Coordinating lead distribution efficiently between suppliers and the marketing team.
Reducing the cost of maintaining a full customer support team while still delivering high-quality service.
Keeping customers informed about new products and updates through social media.
Solutions:
Our approach was to implement advanced technology and marketing strategies to address these challenges.

Lead Generation and AI Chatbot Integration:

Developed a custom AI chatbot that handles all incoming leads from digital campaigns and social media platforms.
The chatbot automatically assigns leads to the closest supplier, official distributor, or our marketing team, depending on the customer’s location.
This system ensures that leads are contacted within 15 minutes of query submission, improving conversion rates and customer satisfaction.
24x7 Automated Customer Support:

Created a 24x7 chatbot that instantly activates when a customer initiates a conversation, providing options for:
Support for current products
Purchasing new orders
Generating B2B orders
Other inquiries
This automated system significantly reduces the need for multiple customer support agents, allowing the distributor to handle inquiries with just one resource.
Cost Efficiency:

The chatbot solution eliminated the need to hire 3-4 additional support staff, reducing operational costs while maintaining excellent service.
Social Media Marketing & Product Announcements:

Managed social media marketing campaigns, focusing on lead generation, product promotions, and new product announcements.
Engaged the audience through targeted content and campaigns, helping the distributor maintain visibility and engagement in the market.
Results:
The AI-powered chatbot and marketing strategies resulted in:

Immediate response to leads within 15 minutes, increasing customer engagement and conversion.
A significant reduction in customer support costs by automating most interactions with a chatbot.
Enhanced customer experience with 24x7 availability, ensuring customers can easily access support or place orders at any time.
Increased brand visibility through ongoing social media campaigns and timely product announcements.
Client Testimonial:
"The AI chatbot has transformed the way we handle leads and customer queries. It’s not only efficient but also cost-effective. The marketing strategies have brought in more leads than ever, and we’re able to serve our customers better, faster, and at a lower cost."

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