Back to Case studyContact Centre Innovation with Smartflo Helps IT Company Drive Richer Customer Engagement
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The customer is an IT solutions provider with around two decades’ experience in its field. Beginning as a sales partner for the popular ERP software Tally, the company has steadily grown into a trusted business IT support partner for its clients. It has a dedicated team delivering a range of customised solutions, including Tally extensions, integrations, and mobile application services.
With the increasing number of enterprises that the company serves ,it needed a reliable and comprehensive customer-service architecture. It was critical to answer the telephonic queries for technical support and new solutions.
Tata Tele Business Services (TTBS) has an extensive channel network in India and offers ICT tools to organisations of all sizes. The confidence in our brand promise encouraged the leadership team to approach us for a contact centre solution.
Business Challenges
While the business was recording growth, it also had to ensure that the customers’ queries were addressed effectively. The widened range of solutions made it difficult to route calls for quick resolutions. Additionally,
- There was no scope of monitoring customer engagement on calls
- The existing contact centre setup had no formal reporting system to measure call flows and agent productivity
- The team needed a holistic contact centre solution that could be integrated with its CRM while also being scalable and CapEx-free
TTBS Solution
On weighing the customer’s requirements and their constraints with the traditional infrastructure, TTBS offered its cloud-based communication suite Smartflo to the team.
The solution had the following solution parameters:
- A web-based contact centre integrated with CRM to simplify access to customers’ details while speaking to them for query resolutions
- In-builts ecurity for the entire interface with advanced access controls and special admin settings
- Daily dashboard reports that had complete call detail records (CDRs), including the number of calls received, call routing to different agents, and average call handling time
Smartflo’s cloud interface simplified the monitoring of calls for quality checks and performance analysis. It also gave the customer a ready-to-use outbound calling suite for telemarketing and/or to call existing clients for critical updates and pending resolutions.
The solution was deployed without any hardware-induced CapEx and was made operational within the promised timeline. It involved no interference with the company’s daily operations. TTBS also continues to offer round-theclock technical support under a documented SLA.
Benefits
- Smartflo: Improvement in customer engagement with a centralized setup to handle calls, quick access to pertinent data, and sticky agent feature
- Reduction in call answering time
- Live call monitoring abilities appended to the contact centre infrastructure
- Customised reporting platform for measuring agent performance and business productivity
- Ease of deployment, use, and scalability
- Secure access, including custom-defined controls for agents, supervisors, and administrators
