Back to Case studyTTBS Smartflo Enhances Customer Support Impact for a Hospitality Leader in India
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Started in 1986 by Late Captain C P Krishnan Nair at the age of 65 years, the enterprise is a chain of luxury hotels and resorts. It is currently owned and operated by Brookfield Asset Management. The hotel chain is also a part of Global Hotel Alliance – the world’s largest association of global hospitality brands.
The chain’s resort in Goa is set in 75 acres of sprawling lush greenery and includes picturesque lagoons. With a grand infrastructure for events and curated arrangements for vacations and wellness camps, the hotel is an attractive destination for corporate gatherings, family functions, and rejuvenating sojourns.
To effectively handle the inquiries it received from guests, the resort needed a hitech yet easy-to-use contact centre infrastructure. The existing phone helpdesk was unable to keep up with the growing volume of calls and the management wanted a conveniently scalable cloud communication suite instead of adding more phone lines and hardware in the legacy setup.
The team chose Smartflo based on its strong integrations with CRM applications, advanced reporting tools and intelligent call routing that promised to help in improved resolution of customer queries.
Business Challenges
As a luxury resort in one of the most popular tourist destinations of India, the hotel received hundreds of calls from individuals, businesses, and travel agencies.
The queries pertained to bookings for holiday packages, spa services, business events, wedding/birthday/anniversary celebrations, and other offers floated by the brand. To get the customer service representatives in related departments to respond, the phone line needed an intelligent call routing system.
It was also important for the resort to upgrade its outbound calling facility and preferred a system that would readily integrate with the CRM database, enabling the representatives to access customer information while speaking to them.
Other expectations were:
- The ability to monitor and record calls for quality assessments and future reference
- A dashboard to display daily call logs and the duration of each inbound and outbound interaction
- The flexibility to respond to any call made to the hotel telephone number, even if part of the team was working from home
A critical requirement was the security of communications – the management wanted to ensure that while moving the contact centre to the cloud, the calls between their employees and guests remain encrypted end-to-end.
TTBS Solution
After listening to several sales pitches and watching product demonstrations, the resort finalised its choice to Smartflo offered by Tata Tele Business Services (TTBS).
We provided 20 channels to the resort. Our solution architects configured the IVR for automatic call distribution of calls as per callers’ inputs on their keypads. With this organised routing, it became simpler to answer the questions on bookings and special offers.
Smartflo’s click-to-call feature made outbound calling more efficient. In running its marketing campaigns, the resort also used an automated voice call broadcasting service to promote tailored offers for new and existing patrons.
Our cloud-hosted phone system integrated seamlessly with their CRM and met the management’s specific expectations:
- By logging in to their web-based accounts on any desktop/laptop/tablet/smartphone, customer experience managers could monitor and record live calls to evaluate agents’ efficiency at addressing incoming queries and handling outbound communication.
- All call details were documented on a dashboard to check the number of queries received for different departments – this also helped to measure the productivity of the contact centre.
- Customer service agents could use Smartflo from any location as it was a cloud-based telephony application, and their phone numbers remained masked when they used its mobile app for outbound calling.
The admin and agent access credentials for Smartflo logins were protected by strong passwords and multi-factor authentication methods. The communication was also secure with 128-bit encryption.
TTBS maintains an uptime of 99.5% for the service and our customer support team is available round-the-clock to answer any queries on Smartflo’s usage
Smartflo makes virtual telephony secure, flexible, and customer-centric with its robust encryption, device-agnostic operation, and smooth CRM integration.
Benefits
- Smartflo: Improved customer experience with quicker responses to queries by concerned departments
- Ease of call recording to train new employees for on-call services
- Cost-savings on hardware for legacy contact centre infrastructure
- Agile scalability to expand contact centre ops whenever required
- Actionable business insights offered by call detail records
