Back to Case studyLeading Luggage Manufacturer Enhances Customer Support and Communication with TTBS Smartflo CPaaS Solution
ShareBusiness Challenges
A leading manufacturer of luggage and travel accessories, was facing significant challenges in their customer support and communication systems. Challenges include:
- Lack of a centralized solution for connecting and communicating with end customers.
- Frequent service downtimes with their independently used cloud telephony solution.
- Challenges with managing bulk transactional emails through Office 365 due to sheer volume of customer data.
TTBS Solution
TTBS proposed and deployed the multifaceted CPaaS solution to address these challenges.
- Cloud Telephony: The intelligent IVR system provided customized support and allowed call forwarding to live agents.
- WhatsApp and SMS Integration: Integration of WhatsApp and SMS with the IVR system allowed selected menu options to trigger sharing of relevant information.
- Email Solution: Integration of TTBS Email solution helped send bulk transactional emails to end users who had not registered their product warranties etc
Benefits
- Improved and personalized environment for real-time calls and chats with customers.
- Enhanced CRM capabilities through personalized messages over cloud telephony and other communication channels.
- Round-the-clock automated messages ensuring that no customer query was neglected and to provide support for a quick resolution.
- Convenience of having a single vendor offering all communication channels, thus streamlining management, integration and enhancing productivity
