Back to Case studyAuto Dealership Service Facilitator Opts for TTBS Smartflo to Optimise Voice Support Operations in the Work-From-Anywhere Era
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Located in Indore, the company supports auto dealerships in managing their sales, service and insurance business functions. It currently manages such operations for Sonalika Tractors and Hero Two-Wheeler Showroom based in Sanwer in Indore.
Offering end-to-end support to the dealerships, the enterprise also helps them collect feedback and resolve complaints raised by their customers.
The company required a strategic call centre infrastructure to instantly resolve customers’ queries and book service requests for vehicles. It also needed this telephony service for outbound calls to send reminders for scheduled services and insurance payments.
The company selected Smartflo, offered by Tata Tele Business Services (TTBS), as it was a Cloud-based tool offering a more reliable telephony solution than traditional contact centres. With Service-Level Agreement (SLA)-backed high uptime, smooth user interface and inbuilt security feature, Smartflo was a better option than its less evolved competitors in the Indian market.
Business Challenges
In serving the customers of auto dealership agencies, the company needed structured inbound and outbound calling system. The basic telephony architecture installed at the office premises was challenging to use as it required manual transfers of calls to concerned departments and specialists. The calls often got dropped in the process, or the customers hung up thinking that the call had been disconnected.
The company could not afford to install the equipment and cabling needed for a traditional call centre and was required to activate the voice support service in minimum time. The company required a Cloud-native calling platform that would:
- Have an IVR to route incoming calls to available agents in different departments automatically
- Provide a dialler service to assist agents in connecting with customers and leads through outbound calling
- Maintain records of incoming and outgoing calls for various agencies and share the details in line with SLAs
The management wanted a call recording service within the portal to maintain customer service quality and provide timely feedback to the agents.
Lastly, it was necessary to keep the communications encrypted end-to-end and maintain a robust uptime for business continuity, irrespective of employees’ work location.
TTBS Solution
As per the company’s requirements and team strength, the solution architect from TTBS deployed Smartflo with 20 channels. The customer service representatives could handle inbound and outbound calls with a login from a desktop or mobile device connected to the internet. They just needed a softphone client for their Cloud based voice communication.
The deployment was quick as it did not require physical infrastructure. With TTBS Smartflo’s graphical user interface, the employees could easily understand its features.
Smartflo addressed the challenges that the company had been facing with its plain old telephone system, and it had numerous features to make the contact centre’s operations more productive and customer-centric:
Smartflo’s uptime of over 99% and its ability to integrate all enterprise apps into a single interface makes it a reliable and easy-to-use cloud telephony tool. TTBS Smartflo’s welldesigned platform helped the customer accelerate its digital transformation journey. It not just helped them connect with customers efficiently but also does not require the maintenance demanded by any legacy call centre infrastructure.
Benefits
- Enriched customer experience with IVR facility and prompt call connections with concerned executives
- Improved productivity built by digital capabilities for call distribution, dialler calling and CRM integration
- Sharper business intelligence with dashboard reports on calls managed under different categories
- Anytime-anywhere work flexibility with deviceagnostic Cloud platform
- Multiple security layers with MFA based logins and encryption for communication
