Back to Case studyA Customer-Centric Pet Products and Services Company Expedites its Digital Transformation with Three Tailored Solutions from TTBS
ShareIntroduction
Based in New Delhi, the company is India’s leading first digital omnichannel retail platform offering a wide array of pet care products, including packaged food, special treats, nutritional supplements, medicines, beds, accessories, and toys. It also offers customised services for pets, such as bathing and grooming at home.
In addition, the team has started its first ‘experience centre’ in Delhi. Spread over 6000 square feet, this is a large store with dedicated sections for pet grooming, spa services, vaccination, and other medical treatments.
With a mission to provide professional pet care services, the business has a team of qualified and experienced veterinary doctors, groomers and trainers who make pet-parenting more delightful and affordable.
The company planned to upgrade its call centre service from on-premise to cloud and get a toll-free number for the helpdesk. While making this move, it also wanted to have a number masking facility while connecting the customers to doorstep service providers. Lastly, it needed a better internet service to improve its video-based teleconsultations.
Tata Tele Business Services has provided cloud telephony and TFN solutions to organisations across industries. TTBS’s experience in customising information and communication technology (ICT) products to the personal requirements of its clients make it the leading brand in this domain.
On checking TTBS’s portfolio of products and services, the company found all the solutions needed for its digitalisation initiatives. The leadership team collected all details, saw a demo of what TTBS could do for them, and placed an order for Smartflo, TFN, and Smart Internet (leased line).
Business Challenge
The company had its on-premise call centres at multiple locations in Delhi. However, these were not cost-effective to operate and scale. Problems in hardware also affected voice quality, and the managers needed additional peripherals to record calls for quality assessments that were inconvenient to use.
To build a better customer experience and make call management less stressful for employees, the enterprise wanted a cloud-native contact centre secured within a virtual private network (VPN).
The work environment also had additional issues to be addressed with appropriate digital measures:
- When a customer booked any grooming service for their pet, the company wanted to ensure that the concerned groomer’s personal mobile number was not revealed to the customer as the groomer was providing an official service on behalf of the company. The masking of their number was not feasible with traditional telephony.
- The company did not have a toll-free 1800 number for its contact centre, which proved to be an obstacle in building a powerful brand image.
- While the team did offer online video-based consultations for veterinary and grooming solutions, the limited bandwidth of the internet service corrupted the quality of streaming with frequent interruptions.
Due to such issues, the organisation realised it was time to upgrade its ICT products and get SLA-backed support, for uptime and troubleshooting.
TTBS Solution
To digitalise their telephony operations and upgrade the internet service, TTBS delivered multiple solutions to the customer. These included a TFN with 1800 prefix, Smartflo for cloud contact centre setup, and TTBS internet leased line service - called Smart Internet - with 50 MBPS speed.
The implementation of these services resolved the issues that the organisation had been facing:
- The TFN helped the company to strengthen the trust in its brand and attract more leads. The number of new and existing customers calling in for different pet products and services increased as their reputation as an established organisation grew.
- TTBS solution architects also linked the 1800 TFN to Smartflo, which became the cloud-based contact centre platform for the team, enabling customer service executives to receive and dial out calls on any connected device.
- While Smartflo already had multiple security layers and encrypted communication end-to-end, being configured within a VPN further reduced the threats of cyber-attacks and data breaches, giving the company a privatised environment for its incoming and outgoing calls.
- The personal numbers of consultants were hidden when calling customers from their mobiles through the Smartflo app.
- Smartflo made it easier for managers to barge into calls and record them for reference directly from their web portal – they could save the clips in the cloud or locally on their device.
- With Smart Internet, the company got a point-to-point uncontended internet connection on which it had symmetric upload and download speeds for optimum VoIP and video calling services – the jitter, latency, and packet loss issues that disrupted video consultations became a thing of the past.
TTBS team took great care to ensure that the deployment of multiple services did not cause any inconvenience to the customer. Smartflo was a plug-and-play software that, once configured, could be used on any desktop, laptop, tablet, or mobile phone with just a headset plugged into the device. Its integration into the VPN was also smooth. The 1800 number associated with it, was activated the same day.
TTBS team also integrated the Smart Internet service seamlessly to give the company the speedy and secure data connectivity needed for its digital operations.
All solutions were provided under comprehensive SLAs, taken care of by TTBS.
The three solutions including TTBS TFN, Smartflo and Smart Internet Leased Line, provided a tailor-made solution thus helping the client upgrade its ICT products and get SLA-backed support, for uptime and troubleshooting.
Benefits
- Stronger brand trust with a toll-free number to contact the business
- Encrypted communication and multifactor authenticationbased logins on Smartflo
- Improved customer experience with quicker call connects, and better voice quality on a cloud contact centre
- Future-ready architecture to sync with changing business needs
- Better internal collaboration between customer service executives, doorstep grooming personnel, doctors, and senior management
- Number masking for consultants offering pet care services at home
- Flexibility of automated voice broadcasting to inform the customers about the status of their orders and pet services booked
