Back to Case studyEstablished ERP Solution Provider for Jewellery Designers Streamlines Contact Centre Operations with Smartflo
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Our customer is a software services provider specialising in technology-based business management solutions for the jewellery industry. With more than 25 years of experience, it understands the unique requirements of jewellery makers. The company’s integrated Enterprise Resource Planning (ERP) solution for the sector is its flagship product and has been widely appreciated in the market.The organisation was made aware of the Smartflo solution during a customer event organised by Tata Tele Business Services (TTBS) and expressed their interest. Our product demonstration illustrated the features that would meet their specific requirements and address the challenges of number masking when agents work from home.
The company’s representatives also appreciated other attributes such as automatic call routing, interactive voice response (IVR), sticky agent, call log reports, and call recording facility. Describing the solution as “pretty impressive”, they decided to adopt it after the demo session.
Business Challenges
The organisation prioritised addressing its customers’ queries and providing support on sales and service-related matters using a secure contact centre setup. The issues that made their telephonic customer service operations challenging were:
- The parent company and a sister concern had to manage the call volumes as two separate groups, prompting our customer to seek two completely segregated calling processes and setups for them. The Direct Inward Dialing (DID) numbers and call reports were also to be kept separate for these two contact centres.
- Agents handling the calls were working on a hybrid model – from offices and homes – as per business requirements and physical distancing protocols.
- The company needed detailed call log reports and ease of call recording.
Like most other businesses, the enterprise had suffered significantly due to the pandemic. Its customer support business processes, in particular, had been severely disrupted. It decided to upgrade its contact centre operations with cloud technology that has transformed workflows in multiple industries to maintain business continuity.
The idea was to deploy a system that would enable the agents to work from anywhere – home, office, remote locations – as per the prevailing conditions. An intuitive IVR interface, smooth outbound calling facility, and insightful call analytics were necessary for the success of this service.
TTBS Solution
TTBS delivered its enterprise-grade secure and fully managed hosted PBX service Smartflo to the customer. This cloud phone platform’s systematic IVR made it easier to capture callers’ queries for the company’s products and services.
- For the outbound contact centre, the leads were pushed to the hosted PBX platform, where the agents could use the click-to-call functionality to call customers from their individual systems.
- The inbound calls were routed to different showroom locations in Pune as per selections made by the callers on IVR.
- The organisation could get call detail records (CDRs) and call recordings directly from the platform.
As expected by our customer, we created two separate accounts for the parent company and its sister concern. These were entirely isolated for calling, call logs, and agents’ performance analytics.
Benefits
- Smartflo: Work-from-home facility provided to employees with cloudbased contact centre deployment
- Calling and reporting processes isolated for better workflow efficiencies
- Auto call routing and sticky agent features implemented for inbound calls
- Call recording and call logs separated for the two major groups managing call volumes
- Number masking enabled to maintain the privacy of agents’ mobile numbers used for outbound calls
