Back to Case studyDeploying TTBS Smartflos contact centre services in an established digital marketing training institution
ShareIntroduction
The company is an online training institute for digital marketing domains such as SEO, social media optimisation, PPC, and content writing. It also offers programmes around leadership skills, business launching practices, corporate presentations, and selling techniques.
Students can book their course through the official website and get formal certifications on successful completion of all its modules. The company also provides them placement assistance.
An outbound calling platform for lead generation and for contacting enrolled students for course updates had to be activated in minimum time. The institute was not inclined to make heavy investments in physical infrastructure and approached Tata Tele Business Services (TTBS) with their preference for a cloudbased contact centre and SLA-backed solution.
Business Challenge
The team was looking for outbound calling software to help connect with leads and clients from anywhere. It had to be an integrated system wherein agents could access all essential information and dial the concerned parties’ numbers from the same platform. An additional requisite was for an inbound service with customisable IVR to answer their everyday course- and placement-related queries.
The challenges making the legacy contact centre unsuitable in this case were:
- Substantial capital expenditure and the burdens of maintaining the hardware and on-premise servers
- Difficulties and additional costs in increasing the network’s call handling capacity
- Downtime issues that eat into productive business hours
The ease of using and scaling cloud-native calling platforms triggered the company’s interest in this digital solution. Since they were already providing online courses to students via a reliable internet connection, they wanted to leverage the same for IP-based telephony.
TTBS Solution
TTBS offered its cloud communication suite Smartflo for outbound and inbound calling. We configured the solution with a tollfree number, which helps businesses differentiate their contact IDs from usual fixed-line and mobile numbers.
TTBS has devised Smartflo to build business value in any organisation from day one of implementation. It has features to automate outbound calling with dialler-based campaigns and automates call routing for the accelerated resolution of incoming queries.
Smartflo’s click-to-call and progressive dialler functionalities simplified their outbound calling services. Its customisable IVR facilitated the automatic routing of incoming calls to the right resources for quick resolutions. The IVR also plays a welcome greeting before offering its menu options.
As an integrated outbound marketing platform, Smartflo came with a voicemail transcription service supported by text-to-speech personalised messages.
Its cloud-native aspect resolved the issues posed by legacy call centres:
- The deployment circumvented the need for any physical infrastructure. Users only needed their desktops, laptops, or smartphones with a softphone as the platform was accessible through internet browsers and a mobile app.
- To scale the service for higher call volumes, the organisation simply needed to order extra channels, using which the new agents could securely login for outbound and inbound campaigns.
- Unlike a traditional cable-dependent telephony structure, Smartflo routed its calls through the TTBShosted cloud server. We also offered 99.5% uptime under an end-to-end SLA.
Smartflo enabled the organisation to streamline its outbound call flows for lead generation and updating students on course-related matters. It also built a direct channel for new candidates to contact relevant departments for their queries.
Activating the service did not take long. The users quickly got accustomed to a cloud-communication suite in their routine operations.
Benefits
- SaaS model enabling remote employees to manage calls as effectively as those working from the office
- Secure communication protected by 128-bit standard encryption
- Faster issue resolution with IVR-controlled intelligent call routing
- Personal number masking while using mobile phones for official calls
- CRM integration to access customer details and converse from a common platform
- Efficient call management with built-in features for monitoring, whisper-support, and recording
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