Back to Case studyNGO Fostering Educational Programs Deploys TTBS Smartflo to Enable Business Continuity
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The customer is a non-governmental organisation (NGO) running primary, secondary, and technical education programs for underprivileged communities. It aims to set up dedicated institutions to provide better opportunities for people from scheduled castes and tribes and minorities.
The NGO found it critical to maintain smooth collaboration between its teams and stay connected with other supporters. However, the pandemic and associated restrictions disrupted the process, forcing the staff and volunteers to work from home. When direct meetings became practically impossible, the team realised the need for an agile telecommunication network.
Tata Tele Business Services (TTBS) demonstrated its cloud-communication suite Smartflo at a customer event attended by the organisation. The bundle of numerous calling features offered in a compact package impressed the team, and they asked us to deploy the solution for their workers.
Business Challenges
The charity foundation worked with limited funds and did not have a formal office setup. It conducted meetings at different places per member availability members and relied on phone calls between personal mobiles to coordinate the implementation of strategic education programs.
The group needed a feature-packed telephony system to keep working productively during and even after the lifting of lockdown restrictions. This was also necessary to manage enquiries from individual donors and other supportive agencies.
The key challenges to work around were:
- There was no provision for physical phone lines, and the teams required both inbound and outbound calling services while working from any location.
- To ensure that agents managed call flows effectively and to train those new to the process, the NGO sought the ease of barging into and recording live calls.
- The organisation also looked forward to user-friendly features such as call transferring, click-to-call, and IVR customisation.
Smartflo’s comprehensively-planned platform brought the best resolutions for their concerns, which is why the customer chose it over other VoIP services available in the consumer market.
TTBS Solution
As per the NGO’s requirements, our solution architects provided 20 Smartflo channels to build its virtual PBX environment. These could be utilised for inbound and outbound calling.
With attributes such as automatic call routing, multilevel IVR, call barging, call detail records, number masking, and smooth scalability, Smartflo was the right cloud communication suite for an NGO that must keep evolving to fulfil its noble goals.
While Smartflo’s has in-built features and 128-bit encryption for secure communication, we also established a VPN service to ensure that remote workers use the solution on secure networks irrespective of the internet source.
The deployment improved the organisation’s communication abilities in multiple ways:
- Being a hosted telephony service accessible on both desktops and mobile devices, it did not require any physical infrastructure. Users just needed internet connectivity to make and receive calls through softphones.
- Smartflo’s multilevel IVR, which could also be modified for call routing, helped callers reach the best resources for answers to their queries.
- Team leaders could listen to and record any call on the web interface and store it locally on the device or in the cloud for future reference. They could even support an agent subtly through a whisper channel.
Other features optimising call handling included click2call, call patching, ease of integration with websites and custom software, and user management with role-based access.
Agents’ personal numbers remained masked when they made calls using Smartflo’s mobile app on their devices.
TTBS Smarflo also offers reports and analytics on call details every day. This helped the organisation evaluate the value of its internal and external communication at regular intervals.
Benefits
- Smartflo: Improved productivity with anytime-anywhere communication
- Cost savings on the maintenance expenses accompanying physical PBX systems
- Feature-rich telephony without tying agents to desks and bulky hardware
- Engaging customer experience with quick access to information from integrated apps
- Best-in-class uptime of 99.5% backed by an SLA
- Elastic scalability to increase the number of channels with an increase in call volumes
