Consumer Electronics Major Chooses Smartflo to Increase Productivity and Improve Customer Experience


Highlights

  • Smartflo: Increase in productivity with more service requests completed in a day
  • Reduction in costs of maintaining a separate team to call customers for manual slot booking
  • Availability of central database documenting all service booking calls for future reference
  • Improvement in customer experience owing to faster resolution of issues

Introduction

Our customer is a leading consumer electronics brand, manufacturing washing machines, clothes dryers, dishwashers, ovens, chimneys, and air conditioners. It operates its own chain of retail outlets, besides selling its appliances through independent dealers across the country.

Business Challenges

The organisation needed help in restructuring the communication setup between its service engineers and customers. It wanted the engineers to have complete clarity on time slots for visiting the customer premises at suitable times for the required service/repairs.

  • The service team had been manually calling the customers to schedule service slots for the company’s products.
  • The absence of a centralised data base on the records of calls made by the engineers to customers denied the management any clarity on how the service level was being maintained.
  • The organisation needed a solution to automate the calls made to the customers for fixing convenient days and time slots for product servicing.

Driven by its understanding of cloud tele communication’s key benefits, the company decided to go for TTBS’s Smartflo solution.

TTBS Solution

TTBS deployed Smartflo to automate the service calls to customers and eliminate the hassles of manual calling.

  • We integrated Smartflo’s interface with the organisation’s SAP CRM to enable automated calls to customers as soon as they logged a ticket for servicing or repairing the company’s appliance (s). In this process, Smartflo’s broad casting module would receive an API trigger from the SAP CRM to initiate the call and record the customer’s preferred date/time slot
  • With Smartflo, the organisation also got a bespoke IVR for its customers to book service slots if they called the contact centre during non-business hours
  • TTBS offered and implemented four different broadcast campaigns and integrated them with SAP CRM over API. This helped to provide more clarity over slot schedules

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Deploying TTBS Smartflo helped the client teams be more agile in performing their jobs within the time slots booked by the customer. The smooth integration with their SAP CRM app was another advantage. They had access to all essential details and thus able provide timely and efficient solutions.

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