Back to Case studyOnline Healthcare Marketplace Flourishes with Business Communication Restructured by Smartflo
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The enterprise is an online marketplace specialising in selling medicines, health supplements, and personal care products. A secure platform for ordering such supplies bridges the gap between customers and licensed chemists across India. Buyers can also inquire for particular medicines not readily available elsewhere, and sellers with the stock promptly fulfil the orders.
To improve its internal and external business communication, the organisation needed a reliable telephony setup. It wanted to avoid the complex infrastructure underpinning traditional contact centres and preferred a simple-to-use webbased calling service.
Tata Tele Business Services maintains an extensive portfolio of digital solutions that are user-friendly, scalable, and feature-rich. Our enterprise-grade cloud communication platform Smartflo impressed the organisation’s decision-makers, and they hired us to configure the service for their operations.
Business Challenges
When the pandemic forced the company’s employees to work from home, it realised the need for an advanced telephony solution to allow remote teams to stay connected with each other and with sellers who fulfil customers’ orders.
Besides facilitating anytime-anywhere communication, the contact centre network was expected to reduce the cost and complications of order processing. The key points to be taken into account were:
- The enterprise app had to be integrated with the CRM system in the cloud telephony platform for employees to track new leads and follow up on them through outbound calls.
- A customisable IVR and automatic call distribution for inbound calls and progressive dialling service for outbound calls were also expected in the cloud communication suite.
- The leadership team wanted call monitoring, barging, and recording abilities within the cloud platform to ensure that the organisation was getting good returns from their investment in the new contact centre solution.
As an evolving healthcare marketplace, our customer had plans to expand its partnership network with chemists. To handle growing call volumes with business growth, they wanted the solution to be scalable. The extensible nature of cloud telephony made it the best recourse for the enterprise.
TTBS Solution
By deploying Smartflo for the customer, TTBS enabled their teams to work from anywhere with seamless internal collaboration. They could also partner efficiently with the sellers for order fulfilment./p>
Smartfo helps our associates to manage calls with clicks. We can provide them instant support no matter where they are working from. This future ready solution for inbound and outbound calling is recommended for businesses that look forward to expanding their supplier network.
Here’s how our cloud communication suite addressed the challenges that seemed perplexing before migrating to this system:
- Smartflo was readily compatible with the customer’s enterprise application. The app’s smooth integration with the platform gave users an informative CRM system that helped handle inbound and outbound calls.
- The built-in IVR routed the incoming calls to specialist teams for quick query resolution. And Smartflo’s progressive dialler streamlined the flow of outbound calls for lead generation.
- Supervisors could record calls directly over the cloud platform. It also allowed them to enter live calls and use the whisper feature to guide an employee subtly. Call detail records (CDRs) could be downloaded easily from the system.
An innovative, simple, secure, and reliable contact centre solution, Smartflo was backed by an SLA, assuring the customer of more than 99% uptime. They could have the same pilot number for incoming and outgoing calls. TTBS’s solution architects deployed the service without causing any disruptions in their workflow.
Benefits
- Smartflo: Successful remote work model allowing employees to communicate over the internet from anywhere
- Cost savings on hardware and equipment normally demanded by traditional contact centres
- Cost savings on hardware and equipment normally demanded by traditional contact centres
- Unbiased performance analysis with detailed agent monitoring dashboards
- Unbiased performance analysis with detailed agent monitoring dashboards
