Back to Case studyBFSI Company with a PAN-India Presence Revamps its Voice Broadcasting Services with SmartFlo
ShareHighlights
- Smartflo: Extended campaign reach with targeted and automatic broadcasting
- Improved business intelligence from reports on call connect and conversion success
- Secure business network protected from the risks of the public internet
- Better customer experience built by calls and prerecorded messages in regional languages
- Work-from-anywhere flexibility with the usage of softphone client
Introduction
The company is one of India’s largest distributors of loans, mortgage solutions, and financial instruments such as credit cards. It started as a Direct Sales Associate for Citibank in 1991 and recorded rapid growth in the next two decades of its operations.
Today, the organisation is spread across 68 major cities of India and has disbursed loans worth over INR 15,333 crore to more than 10,00,000 happy customers. It offers both secured and unsecured loans to individuals and businesses in partnership with some of the country’s most prominent financial institutions.
The company needed a customised outbound calling campaign setup with manual and automated call facilities to market its financial products more effectively.
While looking for cloud contact centres with voice broadcasting services, the operations team contacted Tata Tele Business Services (TTBS) for Smartflo. A product demo persuaded them of its security features and ease of integration with their CRM and calling lists. The enterprise joined the list of our Smartflo customers.
Business Challenges
The company was running a crucial marketing campaign to promote its financial products to new and old customers. The team had to send bespoke messages to its target audience while offering a variety of credit instruments, including home, car, personal, and business loans, and loans against property mortgage.
Although the organisation had already invested in a 300-seater call centre for the telemarketing campaign, it wanted to derive better returns from the setup by using cloud telephony. The idea was to:
Managing
- xConnect with customers via live manual calls and automated prerecorded voice messages
- Send the messages in regional languages for customers in different states of India
- Track, analyse, and measure the efficacy of broadcast messages to improve the script and timing of future campaigns
The company aimed to generate a high response rate on its messages and also track its agents’ performance on live calls. It needed a hosted and feature-packed call management software to run the contact centre operations productively. Keeping the voice communication secure was also a priority.
TTBS Solution
When TTBS offered Smartflo to the financial service enterprise, our solution architects customised the platform’s settings for their special business requirements. The company signed up for 350 channels, and its PAN India teams could access their Smartflo accounts from any device.
The contact centre associates could use an auto-dialler for their outbound calling campaign and record voice broadcasting messages in different regional languages. We also enabled dual-tone multifrequency (DTMF) signalling for the contact centre inbound traffic. The signals were captured in the organisation’s CRM database via the API Dial Plan (ADP) technique.
Deploying Smartflo for outbound calling enabled the company to organise its workflows as per its preplanned marketing strategies –
- The contact centre associates could now connect with customers by calling them personally or sending prerecorded broadcasting messages with details on the organisation’s products.
- The customisation configured by TTBS’ solution architects helped send marketing messages across states in regional languages.
- Smartflo’s DIY portals enabled the supervisors and dialler operators to organise and schedule the broadcasting campaigns with ease.
- The call detail dashboard also facilitated checking the campaigns’ productivity – the calls that target customers responded to and those that were rejected or went unanswered.
TTBS also provided a text-to-speech service to give the contact centre managers another user-friendly option for message broadcast.
For personalised reminders and messages to existing customers or hot leads, Smartflo could pick variable data from the company’s CRM via API.
As an SLA-backed solution, Smartflo guaranteed uptime of over 99% for the organisation, and all communications made through this cloud communication suite were secure with 128-bit encryption.
Smartflo’s online interface simplified the creation, scheduling, and sending of personalised messages. We configured the service in the committed timeframe and provided the client with a resilient uptime for productive operations.
