Back to Case studyEnterprise Offering Curated Tender Information Online Pivots its Contact Centre to the Cloud with TTBS Smartflo
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Founded in 2009, the enterprise runs a comprehensive tender search engine facilitating access to more than 1 lakh live tenders including those floated by government, public sector units, and private companies. The team scans over 900 newspapers, trade journals and websites to gather information on tenders and bidding contracts to update them on its secure web portal.
By subscribing to the platform, businesses can easily access details on all major tenders floated across India without having to look for them in multiple media channels. Search becomes easy with filters that categorise tenders by state, city, agency, industry, and keywords. Subscribers also get value added services of Digital Signature Certificate, Corporate Banner Hosting, and Gem Registration.
To assist its website’s users more efficiently and answer their queries, the organisation also provides a dedicated helpdesk number. Understanding the benefits of cloud contact centres over legacy business telephone systems, it decided to upgrade its customer service with digital technology. The IT administrators researched for available applications and found a good option in Smartflo – the cloud communication suite offered by Tata Tele Business Services (TTBS). When they contacted us, we gave them a detailed product demonstration via our customer engagement platform.
Comparing Smartflo’s features, user-friendliness, subscription packages, and service level agreement (SLA) terms with other products available in the market, the decision makers found it to be an appropriate choice for its customer service team. The company asked TTBS to configure the cloud telephony platform for its workforce.
Business Challenges
The customer service team handling queries for the tender data website had more than 30 agents. They needed device-agnostic inbound and outbound telephonic solutions to help subscribers while working from any location – office or home.
As the helpdesk support was related to e-tenders, it was necessary to access relevant details for the document that a caller was referring to. The company therefore sought a cloud contact software that could be smoothly integrated with its CRM database.
There were some other features that the IT team had specifically asked for:
- Calls had to be routed to appropriate departments or agents through an IVR menu
- For outbound communication, the company needed both manual and automated calling service and also preferred call broadcasting system for telemarketing campaigns
- A dashboard was required to maintain records of all calls received and made during any workday
Lastly, the managers wanted to give regular feedback to their teams by joining their calls and recording some for reference. The availability of such attributes in Smartflo and the attention given to its security for routine communication prompted the organisation to choose it over others.
TTBS Solution
Our solution architect provided a specific number of Smartflo channels as per the company’s requirements. These could be scaled to cover additional number of agents later. Unlike legacy call centre infrastructure, Smartflo did not require hardware and cabling which in turn helped the company to avoid CapEx.
The deployment was quick and customer service agents could use it from any desktop or mobile device for incoming and outgoing calls. And Smartflo was seamlessly coalesced with the CRM software to help them access the information they needed while speaking to any customer.
With TTBS cloud communication suite the team also got other features for streamlined call management:
- The automatic call distribution system with IVR menu helped to direct the callers to the reps they needed to speak to.
- The agents could make outbound calls from Smartflo using click-to-call feature on their screen, and for mass calling campaigns they could switch to automated dialler system.
- The application’s call broadcasting system helped to send pre-recorded messages to multiple customers
- Smartflo’s dashboard kept a record of all calls, call durations, as also the staffed time, login – logout time, and break reports for agents to help the company measure team’s productivity.
The supervisors could join the calls of any agent and record them for feedback. And they could also use the whisper feature on a live call to support an agent fumbling for answers while speaking to customers.
TTBS provided Smartflo with an end-to-end SLA promising 99.5% service uptime, and our customer-service team is available round-the-clock to answer any question on the product’s usage.
Benefits
- Engaging customer experience with quicker resolutions by relevant departments
- Cost savings on hardware and cabling that go into building of legacy call centre systems
- Team productivity improvement enabled by easy-to-use features for call management from any device
- Unbiased performance appraisals with data on calls handled by each agent and timeliness of logins-logouts
- Robust security enabled by 128-bit encryption for all communications
