Goal:
To design a comprehensive Online Reputation Management (ORM) Strategy for CARS24, aimed at improving customer trust, brand sentiment, and response efficiency in a review-sensitive D2C auto resale market. The goal was to turn ORM into a proactive growth and retention driver rather than just a support function.

Tools & Technologies used:
Sprinklr · Konnect Insights · Brandwatch · Meltwater · Reputation.com · Google Reviews · Social Media Dashboards

What I did?

Built a 3-step ORM framework — Monitor, Engage, Improve — tailored for CARS24’s D2C model.

Researched competitor ORM best practices (Boat, Lenskart, Mamaearth) and benchmarked against industry standards.

Designed a multi-tier response system with clear SLAs and escalation paths (ORM team → Customer Success → CEO Office).

Proposed AI-based monitoring tools and chatbot integration for faster complaint handling and sentiment tracking.

Developed success metrics across response time, sentiment score, NPS, and retention uplift.

Challenges and learning:

Balancing automation with human empathy in customer communication.

Understanding how ORM insights can directly inform CX and product improvements.

Learned to align ORM with AARRR funnel (Retention & Referral) to link reputation with revenue growth.

Result/Outcome:
Delivered a data-driven ORM blueprint projecting +25% satisfaction improvement, 15% NPS growth, and 10% uplift in retention & referral rates. The strategy positioned ORM as a core business function driving trust, advocacy, and repeat transactions for CARS24.