Back to Case studyLeading Visitor Management App Company Builds its Customer-Centric Cloud Contact Centre using TTBS Smartflo
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Based in Bangalore, the company owns and operates a visitor and security management app to help residential societies and apartments manage their premises effectively.
The custom app designed by the organisation has user-friendly features for a secure and stress-free life in communities. The society members using the app could conveniently check the identity of people visiting their homes, including house help, courier/online shopping/food delivery personnel, and personal guests. The app also allowed them to manage their vehicle parking more efficiently.
To handle its customers’ queries and record feedback through a dedicated phone line, the company had to offer in-house contact centre services. It preferred a digital setup to avoid the complexities of managing legacy call centre infrastructure.
After comparing the features of multiple products available in the market, it decided to go for the cloud communication suite devised in India by Tata Tele Business Services (TTBS). Its years of expertise and experience as an Information and Communication Technology (ICT) services provider were the key reasons for selecting brand Tata over its competitors.
Business Challenges
With a rise in the number of gated communities and apartments in urban areas, ensuring the security of residents and managing visitors to different units, was a core responsibility for the administration team.
As a company offering digital technology for security management, the organisation received many inquiries for its mobile application. It also had to respond quickly to existing customers’ queries, and provide support of usage for its app whenever required. It planned to upgrade its basic telephone line to a fullfledged helpdesk service, to meet the requirements.
The top issues that necessitated the adoption of a contact centre software were:
- The volume of calls was high, and their nature was diverse. There was a need for an IVR, which enabled the callers to reach the best resource and get their query resolved in minimum time.
- Managers could not monitor the calls handled by associates. This prevented them from evaluating the quality of service provided and customer satisfaction.
- The company’s CRM software had not been integrated with the phone lines. Due to the siloed nature of these systems, the associates had to ask for customer details and refer to multiple screens, leading to high call handling time and poor customer experience.
SLA-backed uptime, dashboards to record call detail records, and security of account logins were some other expectations from a digitalised contact centre.
TTBS Solution
TTBS offered Smartflo to set up the cloud-native contact centre that the company needed. It could be used on any desktop or mobile device with a web-based login secured by multi-factor authentication.
TTBS solution architects activated automatic call distribution and customised the IVR as per the nature of queries handled by the company. Smartflo’s web-based interface allowed the company’s managers/IT team to modify the IVR settings whenever required.
With a digital contact centre, the associates could handle incoming calls and participate in outbound campaigns for telemarketing or call-backs from any location.
Smartflo’s deployment resolved the issues that the organisation was facing:
- Calls could now be routed to the relevant departments and associates for the smooth resolution of queries. The calls were also automatically distributed between available resources without the need for an operator.
- Supervisors could barge into any call, record the interaction for future reference, or give feedback to agents.
- Smartflo also gave supervisors the facility of call whisper to help any new associate fumbling for an answer while talking to customers.
- The integration with CRM helped associates to access the required information as soon as they connected with a customer, enabling them to handle queries more effectively.
TTBS ensures uptime of 99.5% for Smartflo under a comprehensive SLA. All communication channelised through this contact centre is secure with 128-bit encryption. It offers daily details on IVR selections made by customers, call handling time, staffed time, and agent break reports. And it is seamlessly scalable without any investment in hardware or bulky equipment.
Benefits
- Smartflo: Ease of helpdesk setup without any hardware or upfront costs
- SLA-backed uptime for round-the-clock customer service
- Improved customer experience built by faster and more informed query resolution
- Actionable business insights with call detail records through an analytical dashboard
- In-built outbound calling feature with clickto-call and dialler facilities
- Flexible scalability to manage larger call volumes with business growth
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Smartflo made contact centre ops more productive and less stressful for the customer service team, enabling it to receive and dial out calls through a web interface smoothly integrated with CRM.
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