Back to Case studyFinTech solutions provider improves customer service with enhanced CRM system
ShareIntroduction
The customer is an award-winning global credit insights and technology solutions company. With data analytics, AI and technology, they build financial solutions and help SMEs access credit options. Their team comprises industry leaders who are driven to create solutions that tackle the world’s most challenging financial problems.
Business Challenges
The customer needed a platform to route calls to concerned agents, monitor agent availability and transfer calls amongst agents and supervisors.
They required a seamless integration with their existing infrastructure to enable click-to-call and access call recordings and logs.
TTBS Solution
TTBS executed the Smartflo cloud communication suite to provide the customer with a customised solution:
- The team implemented a remote work force management system that deployed a “random call” strategy to route calls to agents through a centralised department which pooled the waiting queue with a time out of 300 seconds.
- The customer’s existing infrastructure was seamlessly integrated with the Zoho CRM, enabling agents to save customer details, access the customer’s history with the company, track lead status, and escalate any issues they face.
Benefits
- Enhanced agent productivity due to profound access to customer details
- Real-time troubleshooting and resolution of customer queries
- Assured data privacy for agents and customers
- Consistent monitoring of delivery agents’ and customer care executives’ performance
