Back to Case studyTTBS Smartflo Streamlines Call Routing for Customer-Centric Hardware Consultancy
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The organisation is an IT hardware consulting company founded in May 2019. With rich domain expertise and experience, it makes tailored recommendations on the products that can serve its clients most effectively, per the nature of their trade and industry.
Whether a standard item or a special requirement order, the team performs indepth research to ensure that its clients get the best technologies to manage their workflows.
As its operations expanded, the company realised the need for more reliable communication infrastructure. It was difficult to route calls on the legacy PSTN system. Neither did the team leaders have good insights into how their teams were performing.
To deliver better customer experiences, the company had to overcome the existing infrastructure’s shortcomings, for which it chose the cloud technology offered by Tata Tele Business Services (TTBS).
Business Challenges
The organisation’s investment in a traditional PBX setup was not paying off, and it sought a modernised cloud-based platform for inbound and outbound call management.
Cloud-hosted or VoIP facility was also required to give agents remote work flexibility, using their laptops/desktop computers with softphones for calling. They had been using their mobile phones while working from home, which was impractical, given its network coverage issues and privacy concerns.
There were some other challenges to be addressed.
- The existing PBX infrastructure had no provision to capture leads and identify registered customers. Also, the organisation wanted callers to reach a centralised IVR on dialling its pilot number to help them connect with the best agents for query resolution.
- The teams were working from multiple locations. Occasionally, the nature of customers’ queries made it necessary to connect them to local agents. However, the traditional PSTN system did not allow geographic or locationbased call routing.
- There was no facility for call barging and recording. This prevented the supervisors from identifying agents’ mistakes and led to frequent escalations. Call logs could not be captured in real-time for productivity analysis
On top of such shortcomings, the organisation had been incurring significant expenses on on-premise PBX system maintenance and call charges for outgoing calls.
Migrating to secure and SLA-backed cloud telephony was the best recourse to address these concerns.
TTBS Solution
We deployed our cloud communication suite Smartflo with an open VPN to create a secure virtual telephony network for the organisation. In this setup, the contact centre agents could dial out and receive calls by connecting to the Tata cloud phone server over a VPN. Their customers could also call them from any PSTN or mobile phone.
Our solution architects had to configure only one SIP channel to support agentmanaged calls in this VPN-based IP telephony system. The setup also addressed the issues that the organisation had been facing earlier:
- Unlike a legacy phone setup where basic call details can be checked only when the service provider sends itemised bills, Smartflo’s web interface could capture all call logs in real-time. The inbuilt IVR could be customised to route calls to different locations and as per agents’ skill sets.
- Being on a voice network securely accessible on any internetconnected device enabled the agents to work from anywhere. Multifactor authentication controlled their login, and they only needed softphones to make and receive calls.
- Smartflo enabled the supervisors to barge into live calls and record them for feedback and training. They could also help the agents via the whisper feature without the customer hearing them.
It was easy for the leadership team to integrate their CRM database with Smartflo. They could now measure the daily productivity and maintain their business continuity efficiently. This modernised communication infrastructure also circumvented all maintenance charges.
Under the SLA, which also promises more than 99% uptime, TTBS provides automatic software updates to keep the service secure and seamless.
Benefits
- Smartflo: Better customer experiences from the systematic routing of calls and interactions with regional executive
- Unbiased performance appraisals based on realtime call recordings
- Improved employee experience built by work-from-home flexibility
- Significant cost savings with the migration from equipment to softwarebased telephony
- Enhanced productivity with the elimination of mobile network dependency
- More uptime and 24*7 support under the end-toend SLA
