Back to Case studyGlobal Technology Solutions Distributor Boosts Communication Efficiency With TTBS Smartflo
ShareHighlights
- Smartflo: More agile teams that can serve their clients from anywhere
- Flexible handling of calls with various options for routing and dialler settings
- Positive customer experience with systematic call routing and self-service options on IVR
- Cost savings on hardware maintenance and repairs
- Transparent performance appraisals based on granular call tracking
Introduction
Connecting the world with the power of technology, the enterprise maintains a custom portfolio of products and services that help its channel partners improve their market reach, operational efficiency, and innovation abilities.
The services offered touch various business aspects, including marketing, sales, strategic development, technical support, finance consulting, procurement, logistics, and training.
With years of experience handling data centres, cloud technology, advanced analytics and IoT tools, the company was clear about its preference while evaluating contact centre setup options for its team. Deep and unobtrusive integrations, a dynamic roadmap, robust reporting, and automatic software updates encouraged the leadership team to choose Tata Tele Business Services (TTBS) Smartflo over other competing products.
Business Challenges
As the customer’s business grew, they realised the need for an efficient and secure on-call support system for their clients. Reliable voice service was also necessary to facilitate internal communication for quick issue resolutions.
The team was not satisfied with the traditional PBX system it had been using and needed a better solution to address specific challenges:
- A section of employees working from home post the pandemic breakout needed to log in to the contact centre system for both inbound and outbound calls while ensuring complete client data privacy.
- The existing system lacked effective integration with CRM applications and made it difficult to verify customers’ information while handling calls.
- The maintenance costs and complexities of on-premise hardware-based infrastructure were also high. Delays in repair and part replacement led to downtime and productivity loss.
The customer needed a cloud-based telephony solution deployed as a plug-andplay system with suitable features for productive workflows and engaging client service to address such issues.
TTBS Solution
To help the customer transition from analogue to digital phone service without major investments, TTBS deployed Smartflo – our cloud communication suite. It gave them a reliable and feature-rich web interface to make and receive calls from any computing device connected to the internet.
- Smartflo’s ease of use and mobility enabled the associates to pivot seamlessly to a work-from-home model. And with ISO 27001 certified security, the data stays safe in a private cloud.
- We built an entirely virtual PBX environment with inbound calls, outbound campaigns, and call patching facilities. The outbound services could be controlled with progressive and preview dialling. Also, Smartflo’s web interface allowed for seamless integration with the customer’s CRM apps.
- As a hosted contact centre built on the cloud, the new infrastructure did not demand maintenance like a legacy system. TTBS offered the advantage of automatic software updates for consistent security and flawless functionality.
Smartflo gives the customer detailed call metrics and reports to fine-tune staffing levels, IVR scripts, and other parameters for effective service. It simplifies call recording for feedback and training.
For quicker resolutions of incoming queries, our solution architects also activated the parallel ringing feature. In addition, Smartflo brought the advantages of login with multifactor authentication and IP restrictions to maintain secure access to the system.
The digital contact centre is easily scalable to match the customer’s business growth.
