Back to Case studyGlobal Company Offering Commercial Data, Analytics, and Insights Chooses Smartflo to Build its Contact Centre on the Cloud
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Understanding the significance of strategic associations in a networked world, the company helps its customers to build smart business relationships. The company leverages data and analytics to bring discrete clarity to its customers’ relationshiprelated decisions that may involve prospects, buyers, suppliers, or partners.
Instead of merely providing business data to a customer, the company uncovers the truth and what it meant to deliver actionable insights that help forge valuable associations.
Established in 1841 as a small agency in New York City, the organisation today has an extensive global network, enabling millions of executives to make confident business decisions based on reliable information updated frequently on more than 400 million company records.
The organisation’s Mumbai-based office needed a formal contact centre set up, to handle its inbound and outbound calls The team preferred cloud-native architecture for systematic call routing, records of missed calls, detailed data analytics, and security of communications.
The presence of such features in Smartflo and the ease of use on any device prompted the company to contact Tata Tele Business Services (TTBS) for its deployment.
Business Challenges
The organisation sought a feature-rich contact centre that would give its team the flexibility to manage inbound and outbound calls from anywhere. This was not possible with legacy architecture deployed in an office, which prompted the company to look for a Contact Centre as a Service (CCaS).
It was also necessary to integrate the contact centre app with Zoho CRM for quick access to customers’ details while speaking to them.
Other limitations of traditional phone lines that induced the organisation to get a customised CCaS solution were:
- Upfront investments on expensive equipment that required comprehensive maintenance and also prone to physical damage
- Need for dedicated in-house staff for repairs and upgrades of hardware on each workstation
- Lack of security in communication
In line with industry trends and to keep up with its growing business needs, the organisation preferred a web-based contact centre infrastructure that would be easy to set up and scale, have reliable uptime and offer call detail records for business intelligence.
TTBS Solution
TTBS configured Smartflo allowing the organisation to receive and dial out calls from a user-friendly web interface. Employees could now log in to their contact centre accounts securely on any device connected to the internet. The multifactor authentication for logins included OTPs and passwords.
We also integrated Smartflo with Zoho CRM, and to initiate an outbound call, the agents merely needed to click the contact number from the CRM database.
The portal had a dashboard that offered call logs for dialled out, received, and missed calls. It displayed call durations, the staffed time in each campaign, and the break reports for agents.
Smartflo also addressed issues inherent in traditional business phone setup and met the customer’s expectations with its cloud-native attributes:
- As all call management features were accessible within an application, it did not require the complex architecture that demands maintenance.
- The communication on Smartflo was secure with 128-bit AES end-to-end encryption.
- With automatic and non-intrusive upgrades to the application, TTBS ensured that Smartflo was always up-to-date and secure – these updates were managed remotely for all users and did not require on-site visits.
Smartflo came with an uptime of 99.5% guaranteed under an SLA, and to scale up the service, the company only needed to activate additional channels.
Benefits
- Smartflo: Flexible working environment built by cloud telephony usable on any device
- 24/7 connectivity and reliable uptime backed by end-to-end SLA
- Streamlined call management with multi-level IVR and automatic call distribution
- On-demand scalability to keep pace with changing requirements
- Direct access to customer information enabled by seamless integration with Zoho CRM
