Back to Case studyDeploying TTBS Smartflo’s Cloud Communication Suite for a Playschool Group to Optimise Voice Support
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The institution is a group of leading playschools with a presence in Mumbai, Navi Mumbai and Pune. It caters to the educational needs of toddlers with its Daycare Centre, Playgroup, Nursery, Lower KG and Upper KG classes.
Currently, the school has 40 self-operating hubs and teaches more than 15,000 little learners. Acknowledging that no two individuals are alike, it takes special care to customise learning as per a child’s personal abilities, strengths, interests and skill levels.
The school also offers parents its proprietary app to observe their child’s progress and stay connected with teachers to engage children in learning activities at home. To organise its voice support helpdesk for parents who called for admission inquiries or had to speak to teachers, the school needed a contact centre software. It wanted a system with an Interactive Voice Response (IVR) menu and also wanted flexibility to receive and make calls from any device.
Tata Tele Business Services (TTBS) is a trusted provider of Software-as-a-Service (SaaS) solutions. Our Cloud communication suite Smartflo has been adopted by businesses of all sizes across all verticals. Its easy-to-use features for call management and seamless integration with other applications brought the school administration to TTBS and they asked us to deploy the solution.
Business Challenges
The pre-school group needed a VoIP service for inbound calls to address the queries it received from parents, vendors and other stakeholders. It also wanted a facility for outbound calling to generate new leads and contact the entities that worked for the organisation.
Adding multiple lines and extensions to a legacy telephone system for call handling would have been expensive and complex. Handling call flow with the existing phone line was challenging – parents kept waiting when the line was already engaged and if their call was missed, the school could not trace their numbers to revert.
To organise the contact centre more professionally, it was essential to adopt a Cloud-native platform. The administration team required certain features in the solution to ensure the optimum return on investment (ROI):
- It wanted a customisable IVR menu that would be easy to tailor without IT expertise so that calls could be diverted to relevant departments such as new admissions, curriculum coordinators, counsellors and others.
- There was a need for features to make quick outbound calls as the school regularly conversed with parents and also wanted the service for lead generation.
- While maintaining a dedicated team to receive and make calls, the school management sought the facility to monitor their interactions for quality analysis and to improve parents’ experience with the brand.
When choosing a web-based platform and application for VoIP service, the management expected integration with its CRM software. Lastly, they were looking for an easy-to-interpret dashboard that would maintain daily call logs.
TTBS Solution
By installing a formal Cloud communication suite for the school, TTBS offered its Smartflo with 10 channels. The deployment was prompt as there was no physical infrastructure to set up – we only had to activate the users’ accounts along with the features they need for calls.
The school’s contact centre team could login to Smartflo from any Windows, Android or iOS device connected to a stable internet connection. The Service- Level Agreement (SLA) provided 99.5% uptime and only authorised employees could login to the service with multifactor authentication.
Smartflo is designed to make call centres portable and userfriendly. Its IVR systematically routes calls to a school that is regularly contacted for admission inquiries and other questions. The customer did not have time to get the physical infrastructure for a call centre. TTBS Smartflo gave us a full-featured telephony platform in the cloud, making it easier to stay connected with our stakeholders.
Benefits
- Improved query resolution rate with IVR-assisted distribution of calls to subject matter experts
- Flexibility of remote work with Cloud-based system for calling
- Seamless communication with parents to keep them updated on their child’s progress and for fee reminders
- Multiple security layers for logins by authorised personnel and to keep communications encrypted
- Increased enrolment with dedicated telemarketing campaigns to inform parents about the playschool’s strengths
