Back to Case studyTVS Emerald an Ecologically Responsible Realty Firm Builds its Hardware-Free Contact Centre using TTBS Smartflo
ShareIntroduction
The company is a renowned Indian two-wheeler brand that is over a hundred years old. The real estate division was founded in 2010 and focused on building eco-friendly, premium apartments that meet the best global standards.
With an unwavering focus on quality, the company is also the first builder in India to have homes certified by the Construction Quality Assessment System (CONQUAS) - a recognised benchmark introduced in Singapore for top-quality constructions worldwide.
In building homes that reflect the harmony between humans and nature, the company pays special attention to adequate green spaces, rainwater harvesting, solar panels for electricity generation and garbage segregation in residential areas. It has already delivered several projects and is developing more in and around Chennai.
The management decided to use Cloud technology for communication to address the challenges of the COVID-19 pandemic and facilitate the connection of customers and business partners with the company.
After comparing the available options with a focus on the ease of use, the number of features, security strength, uptime and scalability, the company selected Smartflo, offered by Tata Tele Business Services (TTBS). Our Cloud communication suite’s ease of integration with the company’s Enterprise Resource Planning (ERP) software was another reason to finalise the product.
Business Challenges
The pandemic outbreak was a black swan for most businesses and forced them to change the way they work. When the pandemic forced the realty company’s employees to work from home, a key business function impacted was formal communication with customers and stakeholders. Buyers who had invested in under-construction projects called for updates and provided ideas for customizing their homes.
The employees could not use the office phone lines to respond to such queries. Using personal mobile phones seemed unprofessional and even detrimental to the brand image. It was vital to adopt a Cloud platform for device-agnostic anytime anywhere communication to meet several requirements:
- It was essential to record home buyers’ interactions with the customer care executives to understand their expectations for building their houses
- The company needed a Cloud-native telephony solution that could integrate with its ERP suite for managing routine business activities such as project management, accounting, procurement, supply chain ops, risk management and compliance.
- High uptime, security against cyber threats and constant technical support were other expectations from the Cloud Virtual Phone System (VoIP) application.
By adopting a virtual (as against physical) architecture for voice calls, the company management also witnessed significant cost savings and appreciated its ondemand scalability.
TTBS Solution
Our solution architect deployed Smartflo with the required number of channels to provide the company with its personalised enterprise-grade Cloud communication system. The software could be used from any location, on any device connected to a high-speed internet service. We also configured the company's pilot number on Smartflo so that their numbers would be masked even if employees call customers from mobile phones.
Smartflo has streamlined the company’s communication with its customers, business partners, suppliers and stakeholders. Managers could easily tailor their Interactive Voice Response (IVR) section to route incoming calls as per the nature of queries. Here’s how Smartflo addressed specific business needs:
- Managers could record all calls made and received on the portal without the need of any third-party app and store the clippings on their device/in the Cloud.
- With its RESTful Application Programming Interface (API), Smartflo was seamlessly integrated with the company’s ERP system, enabling users to refer to pertinent information while receiving calls from different entities.
- Smartflo offered 128-bit encryption for communication, and with its built-in security feature, the company does not need special firewalls for cyber threats.
- Our Cloud communication suite was encrypted with Multi-Factor Authentication (MFA) allowing only authorised personnel to log in to the system.
TTBS provided the solution with an end-to-end Service-Level Agreement (SLA) that guarantees 99.5% uptime and rectification of technical problems within the stated mean-time-to-resolve.
Benefits
- Anytime-anywhere communication enables employees to attend customers’ calls from any location
- Multiple security layers comprising Multi-Factor Authentication (MFA) based logins, Internet Protocol (IP) restrictions and communication encryption
- Better business intelligence with regular review of recorded calls to understand buyer expectations
- Flexible scalability to manage high call volumes with business growth
- Higher productivity with direct access to the updated ERP information aligned with Smartflo
