Back to Case studyGrowth-Oriented EdTech Company Chooses Smartflo to Make its Contact Centre Customer-Centric
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A private enterprise based in Delhi-NCR, the company has in-depth knowledge of the education sector and the technologies that address the needs of learners and academic institutions across levels.
The company believes that technology can bring transformational changes in education delivery and learning systems when deployed strategically. It has an experienced team of technical experts and academicians to develop e-learning solutions that are smart, engaging and outcome-oriented. The organisation also provides consultancy services and aims to serve the growing consumer base of EdTech users. The company needed a flexible cloud-based infrastructure to upgrade its contact centre that handled inbound and outbound calls lead generation.
While considering the options available in India, some senior members of the management team checked the features of Smartflo – the cloud communication suite offered by Tata Tele Business Services (TTBS). The team appreciated the ease of usage and thoughtfully planned call management features provided by the software. Upon finalisation, the team requested us to deploy Smartflo for their organisation.
Business Challenges
The company’s existing communication setup for customer service and telemarketing was not a value for money proposition. Due to its incompatibility with the Customer Relationship Management (CRM) system, it demanded additional manual work for capturing leads and identifying registered customers.
It was challenging to record phone calls to assess agents’ soft skills and process knowledge. Call escalations were common when new agents were unable to address queries effectively.
Other business challenges that prompted the organisation to change its call centre infrastructure were:
- No freedom to work from home or other remote locations due to onpremise setup
- Inability to automate dialling for quick connects when the team has to contact an extensive list of leads
- Problems in maintaining records for the number of incoming and outgoing calls, call handling time, duration of breaks taken by agents, and other factors that help to know the call centre’s productivity
The leadership team was interested in a cloud-native call management platform with well-defined features for communication security. It also ensured reliable service uptime.
TTBS Solution
While deploying Smartflo to address the company’s concerns, our solutions architect integrated it with the Opportunity Management Module of the CRM software – LeadSquared – used by the team.
The integration helped them automatically add new phone numbers to their database for leads. Likewise, the agents could now directly access relevant account details while receiving calls from their existing customers.
TTBS Smartflo includes a Service Level Agreement (SLA)-backed uptime of 99.5%, and we further supplemented this measure for business continuity with locationbased routing as a failover.
When the callers dialled the company’s centralised direct inward dialling (DID) number, Smartflo’s customisable multi-level Interactive Voice Response (IVR) helped them reach the right segment of the customer service team for quick resolution of queries.
The deployment of this feature-rich call management software also supported the users in other ways:
- Logging into their web-based accounts, supervisors could barge into an ongoing call and record it for feedback and training.
- Smartflo also provided the supervisors with a ‘whisper line’ that they could use in real-time to help an agent who appeared nervous or was unable to provide the correct answers to a customer.
- With a built-in dialler, managers could automate outbound call campaigns and avoid the need for manual dialling of numbers that were also error-prone.
- Smartflo’s dashboard captured the details of incoming and outgoing calls, login-in and logout time for individual agents, their break durations, and the total staffed time.
- As it was a cloud-based communication suite, Smartflo could be used from any computer or mobile device with just a headset plugged in to manage calls.
Smartflo provided 128-bit encryption for all communication, and with its MultiFactor Authentication (MFA) feature, the company could ensure that only authorised agents and campaign managers logged in to the system. It also offers the facility of number masking so that agents’ number is hidden when using the application from their mobile phones.
Benefits
- Improved customer experience with systematic call routing and quicker resolution of queries
- Unbiased agent feedback based on live monitoring and recorded calls
- Better lead generation afforded by seamless integration with CRM system
- Actionable business insights offered by daily call detail records
- Ease of call management with numerous features accessible on any device
- Measurable cost-savings on upkeep demanded by on-premise and hardware-based contact centres
