Back to Case studyFashnear Technologies, an e-Commerce Company Streamlines its Business Communication with Secure and Flexible Smartflo
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The company runs an online shopping and reselling e-commerce platform that is known to provide quality fashion, beauty, jewellery and daily-use products at affordable prices.
Headquartered in Bangalore, the organisation was founded in 2015 and as of March 2022, its valuation stood at $5 billion. It has won the confidence of thousands of online shoppers in India with its variety of choices in each product category, frequent discounts, secure transactions, timely deliveries and convenient returns.
To communicate more effectively with its business partners and foster collaboration between teams working from diverse locations, the company needed a digital telephony system. Aware of the flexibility that cloud contact centre platforms offer, it looked for the options it had in that domain.
In terms of features offered, security provisions and cost effectiveness, the ecommerce company found Smartflo offered by Tata Tele Business Services (TTBS) a good choice. It signed up for this voice-over-internet-protocol (VoIP) solution after getting an online demonstration by our customer relationship management team. Smartflo’s scalability and its SLA backed uptime were also the reasons to choose it over some other products.
Business Challenges
The enterprise had to streamline its internal and external business communication using an online telephony system. However, it did not want to spend significant funds for hardware and cabling. Instead, it preferred a plug-and play-system that would be easy to use from any device connected to the internet.
The session initiation protocol (SIP) trunk service that the company had procured from another service provider was not functioning well and could not be used by employees working from home.
While investing in a cloud-native application for inbound and outbound calling from any location, the organisation was looked for some specific features as per its business requirements:
- A customizable IVR to enable routing of incoming calls to suitable departments without a human operator for the task
- Ease of call monitoring and recording calls to assess the quality of interactions, give feedback to concerned agents, and train the new ones
- Flexibility to scale the telephony infrastructure to manage higher call volumes with business growth
Along with a cluster of features for efficient calling, the company expected robust provisions for security of communication between employees and with business stakeholders.
TTBS Solution
As per the company’s needs, our solution architect configured Smartflo with the number of channels required by the team. The users could log in to their accounts from any PC, laptop, smartphone or tablet using a softphone client. With this flexibility, it became feasible to deploy work-from-home model for the employees.
The service was synced with the existing phone number that the company used for its SIP trunk service. It provided both inbound and click-to-call outbound calling facilities. The company could also run mass calling campaigns through the dialler service integrated into Smartflo.
The cloud communication suite deployed by TTBS had all the attributes that the company expected in a user-friendly digital telephony system:
- Smartflo’s inbuilt multi-level IVR allowed callers to use self-help options and it directed their calls to relevant departments while avoiding unnecessary wait times. The IVR was easy to customize via an online portal.
- Supervisors could barge into ongoing calls from their accounts and also use a whisper service to guide agents without getting heard by other party on call.
- They could also record the calls and save the clips locally or on cloud for feedback and training purposes.
- As a cloud service, Smartflo was easy to scale – TTBS could increase the number of channels at any time to extend the inbound and outbound calling solution for a bigger number of users.
TTBS Smartflo is known for its ability to keep communications end-to-end encrypted. To ensure that only authorized users log in to the system and have the right set of privileges, the application was also fortified with password and OTP based usage. Smartflo’s uptime and seamless functionalities were backed by an end-to-end SLA.
Benefits
- No CapEx and low OpEx with cloud-based calling that does not need cabling and physical phones
- Hybrid work model with freedom to receive and dial out calls from anywhere
- Secure communication supported by 128-bit encryption, IP restrictions, and multifactor authentication
- Agile scalability to keep up with increase in call volume with business growth
- Better business intelligence from call logs and analysis of the IVR options chosen by callers
