Back to Case studyNykaa Retail, a Leading e-Commerce Company Fortifies its Telephony Setup and Online Connectivity with TTBS PRI and Smart Internet
ShareIntroduction
The company, an Indian e-commerce brand, was founded in 2012 and is headquartered in Mumbai. It is a trusted supplier of cosmetics and personal care products from renowned brands such as Maybelline New York, Lakme, L'Oreal Paris, Sugar, Dot & Key, and Plum.
With a well-designed portal that provides an engaging shopping experience, the enterprise allows customers to buy products with filters for price range, discounts, average buyer rating, preference for cruelty-free and vegan products, ingredients, and skin/hair concerns. It partners with several courier service providers for proper packaging and timely delivery of merchandise.
The company, with multiple offices in India, has a long-standing association with Tata Tele Business Services (TTBS), subscribing to many of our solutions for efficient telecommunication and digital connectivity. In this case, it needed primary rate interface (PRI) and internet leased line (ILL) services for one of its customer service offices.
The company's IT team from their headquarters contacted TTBS for having the lines installed in the lowest possible time. Given the confidence in our ground level team's capability of delivering service level agreement (SLA)-based solutions ahead of the required schedule for service activation, the company's representatives signed the deal.
Business Challenges
The online retail company sought reliable phone lines with optimum voice quality and custom features to avoid call drop challenges. They had specifically sought dedicated phone lines without any network congestion and jitter issues that typically impact internet protocol (IP) based communication. The lines were also expected to have significant capacity allowing the customer service team to handle huge call volumes.
There was also a need for an uncontended internet service with high availability and unlimited data transfer. High speed was a priority to support the growing usage of cloud apps.
The organisation wanted to procure both the phone and internet connection from a single service provider. And some specific expectations were:
- Multiple channels with every phone line for automatic distribution of calls to available customer service executives
- Robust security features with the internet service to avoid complications of deploying third-party firewalls and antivirus products
- A simple-to-use portal to check online network performance and bandwidth consumption of different apps
In addition, both the solutions – PRI and ILL – had to be supported by an end-toSLA guaranteeing seamless uptime and technical assistance.
TTBS Solution
Our solution architects installed more than 30 PRI and Smart Internet lines (TTBS ILL service) for the company. The deployment was quick and did not disrupt routine workplace operations.
Each PRI line came with 30 channels to give the customer service team adequate call handling capacity and avoid calls going unanswered. The solution provided the voice quality level that the company had expected. There were no jitter issues on this enterprise-grade telecom service.
The configuration of Smart Internet was also completed on time. These internet leased lines brought symmetric upload and download speeds for smooth functioning of cloud-based systems and quick data transfer.
Being the exclusive service provider for both the operations, TTBS met the cosmetic retail company’s expectations on multiple fronts. Some of these are:
- Each PRI line provided a pilot number for its 30 channels and its ACD feature ensured that the incoming calls were evenly distributed among available customer service executives.
- Smart Internet came with its own Cisco DNS Security because of which there was no need to install multiple 3rd-party antivirus systems that are usually incompatible with each other.
- We activated the company’s unified iManage account with PRI and Smart Internet for simplified management of both the services at anytime from anywhere.
- The secure portal also enabled the accounts payable team to pay the bills digitally.
TTBS ensures an SLA-backed uptime of 99.5% for the services and has guaranteed a short mean-time-to-resolve for technical concerns if any.
Benefits
- Better customer service with instant call connects and optimum voice quality for clear communication
- Resilient business continuity backed by high uptime and connectivity backups
- Reliable protection against cyber threats enabled by integrated security features under the Smart Internet solution
- Agile scalability for increasing the number of PRI channels and internet bandwidth in line with changing business needs
- DIY monitoring portal offering one view of the active services and network performance
