Back to Case studyOnline Platform for Professional Home Services Refines Customer Service operations with SmartFlo
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The customer is a new marketplace for professional services such as home cleaning, appliance repair and servicing, electrical works, plumbing, carpentry, pest control, and painting. The company offers these solutions in major cities of south and north India and has already registered a subscriber base of more than 1.85 lakh users. It has liaised with hundreds of experienced professionals to provide quick and economical services to homes across the country
Business Challenges
As a startup, the organisation considered every customer touchpoint significant for its business growth. It had to build engagements and ensure that users faced no constraints in booking and getting the services they needed. However, their legacy contact centre setup with technology limitations made it difficult for the team to serve customers effectively. The top challenges faced were:
- There was no system to evaluate agents’ call-handling abilities and measure customer satisfaction scores on the calls.
- The organisation was also unable to maintain a record of calls received and the overall productivity of the contact centre.
- As the telephonic infrastructure had no integrated CRM system, the outbound calling campaign was also ineffective.
To address such problems, the company needed a more modernised solution in the form of a cloud-based contact centre. It also expected the setup to be scalable and inexpensive to maintain.
TTBS Solution
After exploring multiple options for contact centres structured on the cloud, the enterprise chose Smartflo from Tata Tele Business Services (TTBS). The platform’s feature-rich inbound and outbound segments aptly addressed its requirements.
- By providing a CRM-linked centralised customer engagement solution, Smartflo made it simpler to understand customers’ concerns on both inbound and outbound calling campaigns. When a call came in, or an agent called a customer, all necessary details for the case could be accessed on the screen instantly.
- Smartflo also brought in the facilities of barging into live calls for quality supervision. Team leaders could record any agent’s call and use them for feedback and training.
The company’s CRM system was unified with Smartflo’s web interface to help agents access the critical details they needed to build an engaging customer experience on every call.
Benefits
- Smartflo: Improvement in customer engagement with CRM-integrated contact centre operations
- Direct call recording from the web interface
- Ease of monitoring calls in real-time for quality analysis and feedback
- Availability of real-time call detail records
- Ease of monitoring calls in real-time for quality analysis and feedback
- Availability of real-time call detail records
- Information-packed IVR to route calls for quick resolution
- Simplified scalability and secure infrastructure
