Back to Case studyAI-Oriented Educational Firm Optimises Call-Based Customer Support With TTBS Smartflo
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Indian students have been increasingly moving abroad with hopes of harnessing the career-defining opportunities hidden in global universities’ academic programmes. However, many are insufficiently aware of the best courses available and the loans or grants that can be used to fund them. That’s where an organisation with AI-backed education marketplace services helps
Our customer is one of the fastest-growing EdTech companies enabling students to join top educational institutions in countries such as Canada, the USA, the UK, and Australia. It guides its clients in entrance test preparations, scholarships and loan applications, and understanding the costs of living abroad. The team has already contributed to building over 10,000 successful careers by helping students realise their true potential.
The company has its offices in six major Indian cities and one each in London and Toronto. Their business growth meant handling more queries from new students. It was also necessary to call existing clients for timely updates on their applications, prompting the organisation to consider a flexible contact centre. They finalised Smartflo’s service helpline after comparing the technology against other options in the market.
Business Challenges
From the very commencement of their operations, the organisation aimed to help students from all streams – Science, Commerce, and Arts – apply for the courses of their choice in the best colleges worldwide.
The company needed a systematically planned contact centre setup to serve this diverse clientele and answer their queries satisfactorily. The key features essential to streamline telephonic customer service were centralised IVR, automatic call distribution (ACD), skill-based routing, call recording, and call detail records (CDRs).
Usage of a basic office telephony service and disparate mobile phones was not helping because:
- There was no provision to get previews of the incoming calls’ reasons – these could be new leads, follow-up inquiries on processes initiated for the existing clientele, updates from universities, or any other query.
- The customer service reps’ conversations with the callers could not be monitored or recorded by supervisors, leading to frequent escalations.
- The employees’ numbers were visible to clients and other entities when calling from their own mobile phones, impacting the company’s brand image.
The conventional telephone system’s hardware-based architecture did not permit instant access to the company’s CRM app, creating another roadblock in smooth customer service.
The organisation additionally needed a digital communication system that could be used with an internet connection at any location to retain team members who chose to work remotely after the pandemic.
TTBS Solution
TTBS’ solution architects configured Smartflo by facilitating the team with software that automatically routed calls to the right people and provided additional context for quick resolutions.
Our solution architects also used Smartflo’s API integration abilities to couple it with the company’s CRM app ‘Opportunity module’. This improved the visibility into customers’ records while speaking to them.
The web interface simplified call management for the workforce at all levels:
- With ACD through a customisable IVR, all incoming calls could be routed to different teams per their skillsets. The sticky agent feature helped direct calls from specific customers to agents who had spoken to them earlier.
- Supervisors could barge into any call and use the whispering line to assist an agent without letting the caller know. Calls could also be recorded for feedback, training, and quality improvement.
- On their web-based admin interface, managers had access to comprehensive CDRs with data on the total number of calls received and dialled, the average call handling time, the total staffed time, and agents’ break-time reports.
Smartflo allowed the company’s workforce to handle their contact centre roles from anywhere. They could securely login to the application from their desktops, tablets, or mobile phones and only needed a softphone or headset to get going.
In addition, they got the advantage of personal number masking for outgoing calls.
Benefits
- Smartflo: Optimised customer experience built by quicker call connects and more informed agents
- Work-from-anywhere agility offered by cloud based architecture
- Call quality improvement with regular call monitoring and timely feedback
- Seamless scalability to sync call management capabilities with business growth
- Better business intelligence with access to in-depth data on the daily call flow
