Castrol India launches high-tech Customer Care Centre in India

Castrol India has launched a world class customer care centre, which was recently inaugurated by Omer Dormen, Managing Director of Castrol India Limited. Built on a strong mix of customer centricity, transparency and digitization, this service is aligned with one of the key priorities for Castrol India-- providing a premium brand experience to create, sustain and increase its base of delighted and loyal customers.
 
This best in class customer care centre in the industry integrates varying customer care partners under one roof with a common toll free number and mail address catering to all customers. The facilities at the Castrol Customer Care Centre include integrated customer complaints management, customer interaction history to enable faster and more efficient turn-around of query and complaint resolution, as well as enhanced technology features like Customer Relationship Management (CRM) software, order processing and a multi- lingual professional IVR linking to associates responding in eight languages. Currently, the various options for customer and consumer interaction, caters to over 120,000 interactions per annum and with the new platform, this is expected to almost double in the first year itself.
 
Speaking of the launch Omer Dormen, Managing Director, Castrol India said “This indeed is a key milestone for Castrol India this year as we step up on our agenda of customer delight. It fits well with developing our growth strategy where we put customers first through best in class offers, experience and service. This will also help our business win through digitalisation, and effectively cater to the requirements and inquiries of our valued OEMs, distributors and end consumers.”   
 
A knowledge portal has also been developed for the customer care team to aid them in constant learning about Castrol’s business, systems and processes.  The pan-India operation will run six days a week from 9.30am - 6.30pm, and customers can connect with Castrol India via call or email. Here are the details:  
 
Customer Care toll free number: 1800 2098 100 / 1800 2099 800
Customer Care email id: customercare.india@castrol.com