Customer Story

Challenges

As customer expectations for post-sales service soared, the brand faced recurring issues in service responsiveness, technician morale, and support staff efficiency.

• Low motivation among frontline teams: Frequent overtime shifts, limited appreciation, and irregular reward cycles led to disengagement among service advisors and technicians.

• Inconsistent service experience across centres: Different service outlets followed different reward structures, causing variations in CSAT, TAT, and first-time fix rates.

• Slow issue resolution & poor escalation follow-ups: Support teams lacked structured incentives tied to SLA adherence, resulting in delayed responses and increasing customer frustration.

• Manual tracking of service metrics: Service KPIs—TAT, NPS, repeated complaints—were logged manually, delaying recognition and reducing its impact.

• Minimal connection between feedback & rewards: Technicians rarely received recognition for positive feedback, high-quality repairs, or zero-error shifts.

• Lack of real-time visibility for managers: Workshop and service leads had no unified dashboard to track advisor/technician performance or service behavior across locations.

The company needed a real-time, automated recognition and incentive engine that connected frontline service effort with measurable customer outcomes.

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Personas Involved

• Service Advisors: Customer-facing staff managing job cards, upselling, and communication.

• Technicians: Vehicle inspection, repair, maintenance.

• Support Staff: Call center, scheduling, escalation management.

• Workshop Managers: Oversight of daily operations, TAT, quality control.

• Customer Experience Teams: Track CSAT, feedback loops, repeat visits.

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Platform Setting & Implementation

The company deployed Xoxoday to digitize service incentives, automate feedback-linked rewards, and standardize frontline engagement across all centers.

• Implementation Duration: 9 weeks

• Integrations: Salesforce Service Cloud, DMS, Freshdesk, SAP HR

• Reward Model: Points-to-wallet (Plum Marketplace)

• Coverage: All service advisors, technicians, and support staff

The service network needed an automated incentive platform that linked frontline actions to customer outcomes and service KPIs. The implementation ensured that all service roles, workflows, and centers operated through one unified, real-time recognition engine.

• ‍Discovery & KPI alignment: Identified service KPIs most critical to customer satisfaction, including TAT, first-time fix rate, job card accuracy, upsell conversions, and NPS-linked rewards. Mapped incentive journeys for technicians, advisors, and support staff. ‍
• Migration: Shifted from spreadsheet-based service logs and manual recognition entries to automated workflows. Cleaned, standardized, and migrated service performance data from 120+ outlets into Xoxoday. ‍
• Integration framework: Integrated Salesforce Service Cloud for customer cases, the Dealer Management System for job cards, Freshdesk for support tickets, and SAP HR for identity, payroll mapping, and designation-level reward rules. ‍
• Role-based access setup: Configured access controls for workshop managers, service heads, CX teams, and regional leadership. Ensured proper visibility of service KPIs based on seniority and geography.
• ‍Gamification layer: Implemented leaderboards, badge logic, and monthly challenges across outlets. Designed “Pitstop League” and quality/timeliness-based point multipliers. ‍
• Reward engine configuration: Connected Xoxoday Marketplace to define points-to-wallet rules, same-day payouts, localized catalog options, and city-wise redemption patterns. ‍
• Feedback & CSAT integration: Synced customer feedback directly with advisor dashboards. Positive ratings, zero-error cards, and repeat-customer feedback triggered auto-rewards. ‍
• Smart nudges & alerts: Deployed automated WhatsApp/SMS/email nudges for SLAs nearing breach, pending job cards, repeat diagnostics, or upsell opportunities at service stations. ‍
• Change management: Conducted training for 350+ managers and team leads across 18 states. Introduced “Service Champions Onboarding Kit” and guided teams on using dashboards and instant-recognition features. ‍
• Pilot → nationwide rollout: Piloted the system across 7 service centres in Georgia before scaling to the entire 120-center network. Fine-tuned KPI weightage before rolling out nationwide.

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The Solution

The solution focused on transforming how frontline service teams were motivated, recognized, and supported across every customer touchpoint. By linking incentives directly to quality, speed, and customer delight, the program created a performance-driven culture inside every service bay.  

Xoxoday unified all KPIs, recognition workflows, and rewards into one seamless platform powering real-time improvement.

1. Comprehensive KPI-linked incentive system

Xoxoday digitized all critical service KPIs — including TAT, repeat complaints, CSAT ratings, advisor communication quality, and first-time fix rate. Technicians and advisors automatically earned points for actions that directly influenced customer satisfaction and shop-floor efficiency.

2. Gamified service performance engine

The brand launched the “Pitstop League,” a gamified monthly leaderboard that ranked advisors, technicians, and support teams across all 18 states. Workers accumulated points for quality repairs, safety adherence, early issue detection, clean job card execution, and customer appreciation. Friendly competition increased participation by 82 percent.

3. CSAT-driven rewards & automated feedback recognition

Customer survey results from Salesforce Service Cloud triggered instant incentive points. Positive reviews, five-star ratings, and significant NPS improvements were automatically connected to staff performance dashboards — motivating teams to consistently deliver exceptional experiences.

4. Upsell & value-added services incentive framework

Xoxoday introduced structured rewards for promoting high-margin service add-ons such as annual maintenance contracts (AMCs), extended warranties, ceramic coating, detailing packages, tire and battery care, and insurance renewals. This improved average revenue per service order by 22 percent.

5. Instant spot recognition for on-ground excellence

Workshop managers gained the power to issue instant awards for standout behaviors, including zero-defect repairs, excellent customer communication, high workshop discipline, and proactive hazard reporting. These recognitions appeared instantly on Empuls’ social feed — boosting visibility and morale.

6. Daily smart nudges to strengthen accountability

Automated nudges reminded staff about upcoming targets, delayed job cards, pending approvals, and SLA breaches. These real-time alerts helped technicians complete tasks faster and encouraged advisors to close service cycles efficiently.

7. Integrated SLA-based support staff incentives

Support staff working across scheduling, call centers, and escalations earned points for adhering to SLAs, reducing call-back times, resolving issues quickly, and accurately updating customer case notes. This turned back-end roles into highly engaged, performance-driven functions.

8. Unified performance & engagement dashboard

Leadership accessed a consolidated dashboard showing real-time:

• CSAT trends

• TAT across locations

• Technician-level quality scores

• Repeat-case rate

• Upsell contribution

• Participation in Pitstop League

This transparency allowed regional and national managers to implement corrective actions swiftly.

9. Inclusive digital access for all frontline staff

With workers spread across multi-shift environments and limited access to personal devices, the brand set up service-bay kiosks for teams to view their points, track progress, redeem rewards, and see leaderboards — ensuring 100% inclusion.

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Impact

• 33% faster service resolution time across all centers

• 29% rise in CSAT scores within four months

• 44% increase in service upsell conversions

• 41% decline in repeat repair complaints

• 52% active participation in service contests

• 38% reduction in attrition among service advisors

• 92% redemption rate for digital rewards

Conclusion

Xoxoday transformed how the brand motivated and empowered its service and support workforce. What was once a reactive, manual, and inconsistent recognition effort became a predictive, real-time, performance-linked incentive engine.

Technicians and advisors gained visibility into their impact. Support teams improved responsiveness. Customer happiness increased with every service visit.

The result was a high-performing service ecosystem where every repair, every customer interaction, and every feedback submission became an opportunity to recognize, reward, and elevate frontline excellence.