Back to Case studySoftware Company Overhauls Customer Service at Zero Infrastructure Cost With Smartflo
ShareIntroduction
The customer is an international software company headquartered in Scottsdale, AZ. The company has five offices in India and boasts some of India’s leading brands as their longtime clients. Their unique selling proposition lies in providing agile techniques, superior industry knowledge and unparalleled expertise in the micro-industry domain.
Business Challenges
The customer’s growing business required a smooth customer service system that catered to their distinct client base.
They needed a 24x7 enquiry line accessible through a single phone number. It was also critical for the line to be equipped with call routing and recording facilities.
To protect confidential data, various teams required safe and secure access to the system anytime and anywhere to track and supervise calls.
Due to space constraints, all of this had to be achieved without setting up any physical infrastructure.
TTBS Solution
TTBS solution architects evaluated the customer’s requirements and proposed commissioning TTBS Smartflo:
- The cloud-based connectivity solution enabled a fully scalable, multifunctional, secure and reliable communication system.
- The solution provided the client with advanced features like Click2Call services, custom IVRs for missed calls, enabling the same pilot number for both outbound and inbound flow without setting up any physical infrastructure.
- Toll-Free Service for the enquiry line ensured the customer could be reached by its clients 24x7.
- The solution facilitates agent call monitoring and tracking, allowing the customer to check productivity, lower call ring time and do more with detailed analytics from the live dashboard.
Benefits
- No ancillary cost as Smartflo solution is entirely cloud-based
- Effortless scalability for any future system upgrades
- Enhanced customer experience with 24x7 availability and improved routing options
- Secure and reliable system with authorised login, IP restrictions, OTP verification and more
