Back to Case studyA Doorstep Order Delivery Facilitator Rolls Out Its Multi-faceted Helpline Service Using Smartflo
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Our Hyderabad-based customer offers digital marketing and website designdevelopment solutions, with their primary services including mobile application development, automation programming, database designing, and network administration.
As an ITeS player, the company has also built a unique platform facilitating logistics services and hyper-local deliveries for businesses and consumers. Users book their orders on this digital platform, and a special team subsequently picks up the consignment from the order-booking entity’s stores/warehouses and supplies to the buyers. The mission is to deliver anything within the city, connecting shoppers, sellers, and communities.
Since November 2018, the team has partnered with more than 200 merchants and delivered 1,50,000+ orders with an uncompromising safe and secure service policy.
The company felt the need to set up its own contact centre to answer patrons’ order-related queries more efficiently and better serve them. However, it also wanted to avoid the complications and high costs typical of legacy infrastructure for such voice services. The ease of deploying and managing Tata Tele Business Services (TTBS) Smartflo convinced them to opt for our solution.
Business Challenges
The organisation needed a customer support centre with inbound and outbound calling facilities, preferring a cloud-based service since the back-office team and the delivery personnel depended on phone calls to coordinate their work and update order fulfilment.
They had additional specifications to ensure the new contact centre’s integration while leaving the flow of its primary business operations undisturbed.
- The telephony service had to be configured without upfront investments in hardware, cabling, and desk phones.
- Agents working from the office and their homes had to handle inbound calls comprising queries, suggestions, and feedback from customers, in addition to the information conveyed by the delivery personnel.
- The team managers required live monitoring abilities and analytical dashboards on the daily call flow for ensuring high query-resolution rates.
The on-premise contact centre carried the limitations of high CapEx and maintenance costs. Neither could it address the needs of a remote workforce.
In contrast, a cloud-based contact centre provided a range of call management features along with the flexibility of use from any location. It was also more costeffective and could evolve in sync with business growth.
TTBS Solution
The team selected TTBS Smartflo as its internet-enabled communication suite and received 50 inbound and outbound call channels. The deployment was smooth and the ITeS company’s experienced workforce could begin their new calling operations in no time.
The custom features integrated with the new call centre tool supported its bespoke business model:
- A multilevel IVR routed incoming calls to different subgroups and agents per the nature of concerns, minimising the waiting time for callers and helping in quick resolutions.
- Smartflo’s interface was integrated with the company’s order booking platform, enabling the agents to access all available information for existing customers while speaking to them.
- Outbound calling with click-to-call convenience improved coordination between agents, delivery personnel, and the businesses involved in the order fulfilment chains.
- Team leaders and other authorised administrators could access real-time and historical call reports to analyse the contact centre’s productivity. They could also monitor and record calls for quality checks.
Other elements that made Smartflo a value-for-money proposition for the company included the ease of taking call notes, call patching, sticky agent feature, dynamic caller IDs for better pickup rate, intelligent call prioritising, and scheduled call-backs.
When the agents used the mobile app for calling, their personal numbers remained masked for privacy.
Benefits
- Smartflo: Smoother delivery operations enabled by the coordinated efforts of the delivery personnel and back-office agents
- Cost-savings on call charges and maintenance associated with the legacy framework
- Higher customer satisfaction from direct answers to queries on package pickups and deliveries
- Call quality management with simplified monitoring and recording-based feedback
- Feature-packed contact centre built without any physical infrastructure
- Over 99% uptime resulting from cloud-based call routing and SLAbacked support
