Back to Case studyCustomer-Focused Two Wheeler Agency Opts for Smartflo to Build its Productive Cloud-Native Contact Centre
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The company is an authorised dealer for TVS Motors in Nashik. It is a one-stop shop for TVS scooters, motorcycles, mopeds, and the spare parts and accessories used in these vehicles. It is also a centre for their servicing and repairs.
With a well-furnished facility, the company has a massive customer base. It stands by the brand TVS Motor’s vision of driving customer satisfaction by offering them the right product at the right price, at the right time.
The company decided to adopt a Cloud contact centre system to meet customer demands. Besides responding to the inbound calls for purchase and servicerelated queries, it also intended to run outbound calling campaigns for lead generation and other business requirements.
After comparing several options, the two-wheeler agency decided to adopt Smartflo, offered by Tata Tele Business Services (TTBS). The ease of installing and customising our Contact Center as a Service (CCaaS) and its dashboard reflecting the productivity of customer service operations were the chief reasons for selecting Smartflo.
Business Challenges
The agency aimed to offer streamlined telephonic customer service to all existing and potential customers. To ensure that the incoming calls for purchase inquiries, service slots, insurance renewals, etc., are addressed promptly, it needed a systematic contact centre setup.
It was vital to have a simple-to-use outbound calling service to follow up with leads and send special offers and annual two-wheeler servicing reminders to existing customers.
In preference to receiving its capital stuck in a hardware-intensive or on-premise call centre, the agency needed a flexible CCaaS with features that would help it to manage voice-based customer service effectively. There was a need for:
- An IVR – based on the caller’s inputs – would direct incoming calls to the correct departments/individual agents for quick resolution of their queries
- A system to maintain records of all calls to check the teams’ productivity handling inbound and outbound campaigns
- Ease of monitoring and recording calls for quality assessment, feedback and training purposes.
The management team also expected high uptime and evolved security features in its new call centre setup.
TTBS Solution
TTBS offered its Cloud communication suite Smartflo with 30 channels to the agency. The agency could use this enterprise-grade calling application to receive and make calls from desktop or mobile devices connected to the internet. It was compatible with Windows, iOS and Android operating systems.
The configuration was rapid and hassle-free as it did not involve the complex equipment typical to legacy contact centres. As it was a Cloud-based service, the agency’s customer service representatives could use it even while working remotely.
Smartflo had all the features that the management had asked for:
- Customised multi-level Interactive Voice Response (IVR) that directed the calls to appropriate teams without the need for a human operator.
- Automatic call distribution ensured balanced routing of calls to individual agents as per their availability. If any call was missed during peak work hours, the number was automatically recorded by the system so that an agent could revert to it.
- Smartflo’s dashboard also saved a record of all incoming and outgoing calls, including their duration, the choices made by customers on IVR, the total staffed time for each campaign and the break time of agents.
- The team managers could intervene and record any call on this Cloudnative platform by logging into their exclusive accounts.
- Supervisors have access to the call whisper feature to assist agents during an ongoing call.
The logins to Smartflo accounts were secure with strong passwords and MultiFactor Authentication (MFA) systems. The software encrypted the communications between the company and its customers/stakeholders.
In addition, if agents use the Smartflo app from their mobile phones, their numbers are masked, and only the pilot number assigned to the company is visible on the customer’s caller ID.
TTBS provided Smartflo with a Service-Level Agreement (SLA) that guarantees reliable security, uptime of more than 99% and system restoration within the promised timelines in case of any technical concerns.
Benefits
- Streamlined customer service with the routing of calls as per callers’ selection on IVR
- Multi-layer security comprises MFA-based logins, Internet Protocol (IP) restrictions and communication encryption
- Unbiased performance evaluation based on call recordings, number of calls handled, average call handling and logged-in time
- Seamless scalability attuned to the changing needs of the agency
- Strong business continuity with SLA warranted 99.5% uptime and zero physical infrastructure to maintain
