Back to Case studyBOB Financial Solutions, a Company Offering Versatile Credit Card Solutions Reinforces its Communication Setup with TTBS PRI Lines
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Founded in 1994, the enterprise is a finance company wholly owned by a central public sector bank. Catering to different customer segments, it provides a range of consumer & commercial credit cards including shopping cards, travel cards and cards for large corporations as well as MSMEs. It also offers exclusive credit cards for defence personnel.
The organisation’s key differentiators are its simple-to-understand financial products that are priced fairly, serviced efficiently, and available digitally. With all credit cards, customers also earn special reward points to materialize significant savings on their usage of these payment tools.
For effective internal communication and to provide better customer service, the company needed new telephone lines with clear voice quality. The existing PSTN structure was unable to meet business requirements.
When the IT and procurement officers checked the features of primary rate interface (PRI) lines provided by Tata Tele Business Services (TTBS), they finalised the decision to procure the solution. The quick installation, ease of scaling and uptime guaranteed by a customer-friendly service level agreement (SLA) became the top reasons to get the PRI lines from TTBS.
Business Challenges
The company faced several challenges on its telecom service, ranging from poor response time to frequent downtime and issues related to data quality. This affected collaboration between branches as also customer service.
There were a few other challenges that made it necessary to change the telephony setup:
- With the company’s constant growth, its branch network was also expanding and it required lines that could be scaled at a short notice to avoid unnecessary waiting time for callers.
- The call distribution system was poor - if a certain pilot number was engaged, the system could not divert a new incoming call to the next available person and just played a busy tone.
- The service was not backed by an SLA and was only provided on a best-effort basis leading to unreliable continuity of business operations
Another issue with the telephony structure was the high operational cost. The rental was high and despite paying on time, the team also faced downtime issues. Furthermore, it had to bear additional maintenance charges.
TTBS Solution
The solution architects at TTBS gave the financial services company a more evolved telephony technology without demolishing its existing PSTN infrastructure. We installed the PRI lines that came with 30 channels on every single link for simultaneous inbound and outbound calls.
The lines were simple to deploy and there was a notable improvement in voice quality when the calls went live with the new PRI solution. Call drop issues were eliminated. The lines also supported video conferencing solutions for the organisation, making internal communication more productive.
By deploying its PRI solution, TTBS helped the company address the concerns specified earlier:
- It became easier to scale up the service to support growing workforce as every new line installed brought 30 new channels.
- Call distribution system also improved – if any of the direct inward dialling (DID) numbers on a line was busy, the call could automatically land on the next free extension and the enterprise ensured that no calls made to a certain department went unanswered.
- We provided an SLA backed service with 24*7*365 on-call support and the mean time to resolve a technical issue was not more than 4 hours.
TTBS also provided a backup PRI circuit for failover benefits. If at all there was a downtime issue, the communication could be directed through an alternate route to help the business maintain its voice operations.
Benefits
- Optimised customer experience with HD voice quality on lines free from jitter and latency issues
- Simple billing structure with a single invoice showing the details for calls on all channels
- Automatic call distribution to other free extensions if a dialled number was engaged
- Seamless scaling to maintain an appropriate telecommunication infrastructure for a growing business
- Secure communications for a finance company as PRI based telecom setup cannot be tapped into by hackers
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“TTBS PRI solution established a full-featured, 2-way connectivity between ISDN compatible PBX and the PSTN and helped us reduce points of failure and manage networks with fewer channel equivalents. It was a good decision to get the PRI lines installed by TTBS, which is a trustworthy source of telecommunication solutions. Our call quality is better and we can now handle more outbound and inbound communication cost-effectively.” P K Sinha, Chief Financial Officer, BoB Financial Solutions Limited
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