Back to Case studyAgritech Company Improves Quality of Service and Customer Engagement Using SmartFlo
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The customer is an agricultural technology (agtech/agritech) service provider building platforms for farmers to maximise their per-acre yield and minimise input costs using AI-based agronomy solutions. It offers an Android mobile app to give them real-time solutions on agronomy practices. In response to their phone calls, its crop advisors provide direct services.
The organisation also helps farmers buy various agro products such as seeds, farming tools, and nutrition and crop protection solutions through a last-mile delivery network.
At one of the customer events showcasing Tata Tele Business Services’ (TTBS’) solutions, the enterprise got introduced to Smartflo – our cloud communication suite – and solicited more details on the same.
We prepared a comprehensive demo of the cloud telephony system and shared its link with the agtech organisation’s leadership team via a customer engagement portal (CEP).
Impressed by features such as number masking, automatic call routing, IVR, sticky agent, call logs, and recording, the customer decided to subscribe to the Smartflo service.
Business Challenges
The organisation’s customer support team needed a well-structured contact centre to address sales and service queries. To help farmers conveniently register issues and get agricultural solutions, it also wanted to offer a missed call service.
Managing
- Maintaining business continuity in the post-pandemic phase entailed agents working from homes and the office in different shifts, for which they needed both inbound and outbound calling solutions.
- Irrespective of their work locations, the team leaders needed direct access to call logs and recorded conversations for performance analysis.
- The organisation preferred the IVR to be in the local language – Marathi – to help callers choose their options effectively and simplify communication.
In addition to remote working facilities, call detail records (CDRs) and a customisable IVR, the agtech enterprise also wanted to minimise the cost of deploying and maintaining the new contact centre. They preferred a system without complex hardware and cabling.
TTBS Solution
To deploy the customer’s specifications of a managed, secure, and enterprisegrade hosted PBX service, TTBS configured Smartflo.
- Smartflo’s web-based interface simplified the capturing of daily queries for sales, services, and other issues reported by the callers. It could also track the missed calls for further action.
- We tailored the IVR in Marathi – the commonly understood language in the region.
- The agents could now save records of new leads and use them directly from the Smartflo platform. They had a click-to-call feature to connect with farmers through outbound calling. All details for any issue under discussion could be accessed from the same web interface.
- Team leaders could use the CDRs available on the platform for productivity analysis and record calls to give feedback to agents.
Being a cloud telephony solution, Smartflo did not involve the elaborate equipment and wiring that the organisation wanted to avoid. Agents only needed a headphone to converse with callers. They could also use their mobiles for this purpose, and the personal phone numbers remained masked for outbound calls from such devices.
Smartflo rebuilt and simplified the contact centre model for the company. By providing a cluster of features right there on agents’ screens, it enhanced call management and delivered better ROI from the infrastructure.
Benefits
- Smartflo: Quick deployment of a full-featured contact centre for both inbound and outbound calling
- Work-from-home flexibility provided to all agents
- Sticky agent feature to get queries resolved in minimum time by the best resources
- Enhanced customer experience resulting from more active and secure operations
- Cost savings with a webbased interf
- Improved customer experience with faster and more streamlined call flows
- Ease of scalability for evolving business requirements
- Direct access to call recording and CDRs for productivity and performance analysis
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