Back to Case studyGujarat-Based Agritech Company Boosts Sales and Customer Service by Deploying Smartflo for its Cloud-Native Contact Centre
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The organisation is an agritech company based in Gujarat, offering bespoke solutions to help farmers manage their field activities productively and costeffectively. It delivers seeds, pesticides, crop growth promoters, and the tools/ machinery used in farming to the farmers’ doorstep.
The company also has a qualified team of scientists who provide consultancy services to farmers, guiding them on queries related to their work. Having served more than 19,500 farmers, the team has helped optimise plantations on 10,000 hectares of land. It continues to support agricultural practices to improve farmers’ skills and enable them to earn better returns from their investments.
As many farmers in remote rural areas of India are not well-acquainted with digital technology to place online orders for products and solutions they need, the company wanted to provide voice-based customer service to them. It started looking for a cloud contact centre platform that could be quickly deployed and would not need maintenance like on-premise systems.
The leadership team was impressed with Tata Tele Business Services’ (TTBS’) Smartflo and its features. The product’s security features integrated with the cloud communication suite and its seamless functioning on any device were the key factors that encouraged the company to choose TTBS Smartflo over other available options.
Business Challenges
The agritech company has been helping farmers by educating them and facilitating access to good-quality seeds, crop-growth supplements, and tools that are not otherwise available in their regions.
To improve the reach of its services, the company wanted to provide a well-defined call centre service where farmers could connect with relevant departments to purchase the products they need or get guidance on farming practices.
The company aimed to maximise the value of this telephony service for farmers with some specific features:
- Configure the Interactive Voice Response (IVR) in multiple languages to facilitate communication.
- Provide a missed-call facility - if farmers cannot speak to an agent, they could at least notify via a call back on their number.
- Need for a dashboard to reflect daily call details and a call recording service to give feedback to agents as per customer interactions.
Though the company was not investing in an on-premise contact centre infrastructure, it required high levels of security in its calling operations. The communication must be encrypted, irrespective of the employees’ work location.
TTBS Solution
TTBS offered its cloud communication suite Smartflo to the agritech company with 70 inbound and outbound call channels. The contact centre associates could access their accounts on desktops, smartphones and tablets – they need to plug in a headphone and a microphone to converse with customers.
Our web-based calling platform offered the features that the team needed to provide customer-centric services to farmers:
- An easy-to-customise IVR allows callers to select a language and route their calls to the agents in relevant departments.
- A sticky agent feature helped customers reconnect to the same agent who knows the customer’s recent queries.
- The call dashboard captured all calls - including missed calls - so that agents could promptly revert to farmers’ phone numbers and provide the required assistance.
- The automated dialler aided in managing outbound calls by eliminating the need for slow and incorrect dialling of phone numbers.
- By checking other details on the dashboard – the calls from different numbers, the IVR options selected by the callers, the outgoing calls made by the agents, the duration of each call, and the logged-in hours of the team – the company could review the productivity of its customer service operations.
- Team leaders could monitor calls from their accounts and record them for feedback, performance evaluation and training.
Smartflo’s 128-bit encryption delivered end-to-end security for all communication with a Service-Level Agreement (SLA)-backed uptime of 99.5%.
TTBS manages this enterprise-grade system enabling the agritech company to offer streamlined service to its customers. In case of any technical issues, the team would promptly resolve the issue as per the SLA terms.
Benefits
- Improved customer experience with multilingual IVR and prompt response on missed calls
- Work-from-anywhere flexibility with virtual infrastructure accessible on any device
- More opportunities for sales due to faster customer connects and lead capturing
- Seamless scalability to broaden the scope of service in future
- Better business intelligence with knowledge of IVR selections and conversion success
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“We aim to support the farmers in their growth and offer them hassle-free solutions. With TTBS solution Smartflo, we are extending our reach to the farmers in rural areas so that they can contact us more easily. Tata Tele Business Services has further helped us improve our productivity with the help of the intelligent stick agent feature.
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