Back to Case studyBFSI Company Improves Business Communications by Leveraging Cloud Technology
ShareIntroduction
Established in 1989 by an experienced Chartered Accountant, the company is a one-stop destination for home loans, personal loans, gold loans, loans against property, health and life insurance policies, and credit card facilities. Its network of business partners includes more than 100 banks and non-banking finance companies (NBFCs).
Since its inception, the finance company has actively invested in the development of technologies to provide optimum services to its customers. It has now turned into a dynamic FinTech enterprise offering several financial tools on its website to calculate credit scores, Equated Monthly Installments (EMIs), and returns on investments in Fixed Deposits (FDs) and Recurring Deposits (RDs).
This Banking, Financial Services and Insurance (BFSI) organisation needed a userfriendly and feature-rich Cloud telephony solution for internal communications and to provide inbound and outbound contact centre services to customers. The phone service was required with an intelligent call routing facility for instant transfer of incoming calls to the concerned departments or associates.
After comparing the features and subscription fees of several Voice-Over-Internet -Protocol (VoIP) applications available in India, the decision-makers chose Smartflo offered by Tata Tele Business Services (TTBS). Encouraged by our application’s simple interface, its security features, and the trust in the brand Tata for enterprise teleservices, the company asked us to deploy the solution.
Business Challenges
The financial service provider had been expanding its presence across India with 265 branches. The key challenge was to keep the teams in these offices connected and to establish a cost-effective call centre infrastructure so that customers could easily reach out to them with queries.
An outbound call service was also required for executives to connect with new and existing customers. The company wanted to keep its Customer Relationship Management (CRM) database integrated with the calling service so that employees could access the correct details during any conversation.
The BFSI company had a few other expectations:
- An Interactive Voice Response (IVR) service that would provide self-help options and wherever required, route the calls to appropriate departments for quick resolution of concerns
- A simple mechanism to monitor the calls and record them without the need for any third-party app or peripherals
- End-to-end encryption of communications as per the Reserve Bank of India (RBI) guidelines to ensure the privacy of details being discussed on the call
To evaluate the productivity of call centre operations it was also necessary to have a dashboard that would display data on calls received, missed and dialled every day.
Lastly, the organisation asked for a Service-Level Agreement (SLA)-backed solution with high uptime.
TTBS Solution
TTBS configured its Artificial Intelligence (AI)-enabled Cloud communication suite Smartflo with 800 channels for the company. It came with user-friendly facilities for both inbound and outbound contact centre services.
Benefits
- Improved customer experience with IVR based call routing and quick connects with concerned personnel
- Easily accessible call metrics to analyse employee performance and contact centre productivity
- Smooth CRM integration for quick access to customer details during a call
- On-demand scalability to handle bigger call volumes with business growth
- Robust security layers comprising multi-factor authentication-based logins and encrypted communication
