Back to Case studyReputed Brand Redesigns its Telephonic Customer Service Using SmartFlo
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The organisation is an established brand manufacturing and exporting machinery for corrugated boards and boxes, paper reels, sheet cutters, and printing. It also fabricates spare parts and allied equipment for such machines.
With a complete range of production mechanisms serving corrugators and manufacturers of decorative laminates, the organisation is known for maintaining consistent productivity, product quality, and reliable service for its clients.
The company heads were keen on upgrading their old telephony setup to improve their brand experience further and offer customers a seamless channel for connecting with support executives. The service needed digital transformation, and the team contacted Tata Tele Business Services (TTBS) to deploy a modern cloud contact centre for customer service operations.
Business Challenges
While the company is reputed for supplying high-quality products and developing long-term relationships with clients, it struggled to provide them equally good customer service through the telephonic helpdesk.
The call centre had been using conventional fixed-line phones that failed to check the service quality provided to callers. They faced several other limitations besides:
Managing
- The old PBX system lacked reporting capabilities, making it impossible to know who was calling, from where, and what they were calling about.
- With no mechanism present to barge into and record live calls, supervisors could not monitor an agent’s efficacy at resolving concerns and the level of customer satisfaction.
- The hardware-intensive telephony setup could not be integrated with the CRM database, causing agents to toggle between different screens and ask customers for specific inputs before accessing the details of related accounts.
The company also wanted an IVR facility that would route calls to relevant departments instead of forcing customers to memorise multiple extension numbers or wait for an operator to assist them. Other reasons for upgrading to a digital contact centre were better uptime, ease of scalability, and reliable security.
With several cloud telephony software solutions available in the market, the organisation’s IT team made head-to-head comparisons of their attributes and the after-sale service support available. Smartflo ticked all the right boxes, and the organisation decided to subscribe to this cloud solution.
TTBS Solution
We structured the company’s virtual contact centre, activating all the features they needed for their inbound and outbound calling campaigns. The agents found it easy to use and got accustomed to the functionalities within a week.
Smartflo filled the gaps left by the previous telephony service and made the customer service process more competent:
- Team managers now had access to daily call logs, including the time of a call, the conversation’s duration, and the customer’s details. Supervisors could create schedules to receive automatic reports with such data by email.
- It became simple to monitor and record any call to gauge customer sentiments and the agent’s aptitude for answering their questions.
- Smartflo’s API integration flexibility helped the company unify its CRM application with the call centre platform, giving agents instant access to all the reference details while speaking to a customer.
Our solution architects customised the IVR to automatically route calls as per callers’ inputs on their keypads. This eliminated the inconsistencies and long holdtimes typical in manual call transfers.
128-bit encryption enforced the team’s expected security levels in all communications. System logins were secured with OTP/MFA processes. Its cloud orientation also made Smartflo easy to scale. Lastly, the software offered an uptime of 99.5% guaranteed by our SLA as per the company requirements.
Benefits
- Smartflo: Improvement in customer engagement with quicker on-call resolutions from relevant departments
- Ease of lead generation and sending updates to customers with inbuilt outbound calling service
- Better agent performance materialised by instantly accessible CRM details and supervisors’ support via the whispering feature
- Cost savings on phone line maintenance and ease of scaling without CapEx
- Robust business intelligence with comprehensive reports on daily call logs
