Back to Case studyAgritech Company Handpicks Smartflo to Build a Supportive Contact Centre for Farmers
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One of India’s first ever agritech startup, the company uses data and technology to help the agriculture community perform better. It understands the challenges that Indian farmers face and has launched a mobile app to help them boost their crop yields with best practices.
The company’s app now has more than one million users who can leverage the strengths of agronomy, machine learning, AI, data science and analytics to produce high-quality crops and improve their earnings.
To offer farmers a credit on-demand service for seed-to-harvest cycle products, the company is also working on an AI model that can convert uploaded images of customer applications into standard data formats. The organisation’s credit policy features a special grace period in which farmers can start paying back once their harvested crops have gone to the market.
The company had already been using session initiation protocol (SIP) trunk services provided by Tata Tele Business Services (TTBS). When it was introduced to Smartflo – our cloud communication suite – during a business interaction, it displayed a keen interest in the product.
The senior management saw the benefits of soft phone dialling, IVR, automatic call routing, dialler system, and call recording for a versatile contact centre service. The decision makers also found the solution cost-effective and decided to implement it for their employees.
Business Challenges
The agritech company needed a feature-rich cloud contact centre to address the queries received from its customers and make support related calls from its end. Its associates had to work from office and home as per their assigned schedules – this made it necessary to have a calling software that could be used with a softphone from any desktop or mobile device.
To provide streamlined services to farmers, the company also needed an IVR menu from where callers could be directed to appropriate departments for quick answers to their queries.
Other features that the management sought were:
- Ease of call recording and a dashboard to maintain call records for analysis
- Security of communications and provisions to ensure that only authorised personnel were using the service
- Flexibility of integration with other apps for quick access to supportive information while answering farmers’ queries
The company was looking for service level agreement (SLA) based service with assured uptime during business hours. It wanted to invest in a feature-packed application that would be easy-to-use and scalable to keep pace with growth of agritech services.
TTBS Solution
Our solution architect deployed Smartflo with the number of channels that could fulfil the business requirements for existing inbound and outbound call volumes. The service was seamlessly scalable without the need for any hardware or wiring. Agents could use it on any Windows, Android or iOS device.
As the solution was internet-based and company was using data connectivity service from TTBS and another telecom enterprise, we also added a VPN failover system for redundancy.
Smartflo has a multilingual IVR, enabling callers to choose their preferred language while choosing the department they needed to connect with. For outbound calls, it provides the options of manual calling via click-to-call and automated dialler to run mass calling campaigns.
The cloud communication suite provided by TTBS also met other requirements specified by the organisation:
- Team managers could monitor ongoing conversations from their accounts for quality analysis and record the calls for feedback and training.
- A visually rich dashboard, maintained data of all calls received, missed (if any), and made during the day along with the call durations and agent login hours.
- Smartflo comes with 128-bit encryption for security of communications and multifactor authentication to allow only approved users to login to the system.
- The software’s RESTful API enabled it to get integrated with other enterprise applications, enabling users to check for the details they needed without toggling between different screens.
TTBS provided the service under an end-to-end SLA guaranteeing 99.5% uptime. Our own team is always available to resolve any technical queries that the contact centre associates may have while using the calling platform.
Benefits
- Optimum customer experience with multilingual IVR and prompt response on missed calls
- Work-from-anywhere freedom with virtual infrastructure accessible on any device
- More opportunities for sales due to quick customer connects and lead capturing
- Seamless scalability to expand the scope of service in future
- Better business intelligence with records of IVR selections for incoming calls and conversion success on outgoing calls
