Back to Case studyLinfox Logistics Chooses TTBS Smartflo to Set-up its Future-Ready Digital Contact Centre
ShareIntroduction
Established in 1956, the company is the largest privately-owned logistics enterprise across the Asia Pacific region, with over 24,000 employees spread across 10 countries. Together, the global teams handle annual deliveries of food and pharmaceutical products valued at over $60 billion. The organisation has a network of 200+ warehouses and distribution centres.
The company proactively invests in its people, processes, and properties to maintain efficient supply chains for global businesses. It sets new benchmarks for safety, compliance, and sustainability with commitment to zero fatalities, zero injuries, zero motor vehicle incidents, and zero tolerance for unsafe behavior or practices. The organization is also focused on achieving net zero environmental emission standards.
To restructure its voice-based customer support, the logistics company was keen to adopt cloud technology. The IT team was aware of the technology and cost benefits of virtual contact centres that make call management simpler while also allowing agents to work from anywhere.
After comparing the options it had in the Indian market, the customer's IT team zeroed in on Smartflo – the cloud communication suite offered by Tata Tele Business Services (TTBS). The security features of our digital telephony system, its business-friendly uptime, and analytical dashboards were the top reasons to choose Smartflo over its competitors.
Business Challenges
The logistics company already had a legacy call centre infrastructure that was used to handle customer queries over phone and generate new leads with outbound calling. However, the process was cumbersome and expensive to maintain. Most businesses have been replacing their wired and hardware intensive telephony with contact centre as a service (CCaaS) options and the management of this enterprise was also aware of the benefits and sought to do the same.
The organization’s IT department made a note of the customer service team’s requirements and the features it needed to fuel call campaigns. On interacting with a sales representative at TTBS, the IT manager mentioned the company’s specifications for:
- Ease of managing both inbound and outbound calls from a single software and IVR menu to help callers automatically connect with divisions they needed
- Feasibility of accessing call detail records (CDRs) and recording calls for quality assessment and agent feedback
- A solution that would be usable on any desktop or mobile device and would be cost effective to scale
The logistics enterprise wanted to keep its communications on the cloud encrypted and was looking for uptime backed by service level agreement (SLA).
TTBS Solution
Our solution architect deployed the cloud communication tool Smartflo for the enterprise with the number of channels that the team needed for its inbound and outbound campaigns. For outbound calls, the agents could use click-to-call buttons on the web interface. They also had the support of predictive and progressive diallers to run automated back-to-back call campaigns.
Migrating from a wired contact center to one designed on a digital platform resulted in considerably easing the management of its telephony operations along with measurable cost savings.
TTBS Smartflo brought all the features that the company was looking for and exceeded its expectations in terms of user-friendliness and security. Some of these include:
- Agents could participate in inbound and outbound call campaigns from dedicated sections of a single CCaaS system.
- The software provided a customisable multi-level IVR to route incoming calls as per callers’ selections on the menu.
- Managers could check daily/weekly/monthly CDRs to evaluate the contact centre’s productivity and see which department was receiving a high number of calls.
- They could also barge calls for quality evaluation and record them without any third-party application for feedback / training.
- Users could log in to Smartflo through any desktop, laptop or smartphone connected to the internet
Besides being easy to operate, Smartflo also has top-notch security features including 128-bit AES to keep all communications encrypted. It has SLA-backed uptime of 99.5%.
Benefits
- Improved customer experience built by higher availability of services and quick call routing to concerned departments
- Multiple security layers to ensure that only authorised employees login to the software and the interactions stay encrypted
- Unbiased performance reviews on the basis of recorded conversations that can be shared with agents
- Seamless scalability with ease of increasing the number of channels whenever required
- Helpful business insights to tailor campaigns and increase agent availability in units that get more calls
