Back to Case studyLogistics Firm Breathes New Life Into Operations With Smartflo
ShareHighlights
- Smartflo: Improved business flow with easy process management
- On-demand scalability with a cloud-based solution
- Enhanced customer experience with quick services
- A high-security system with customizable admin portal
- Cost-effective solution with no additional hardware required
Introduction
The customer is an on-demand delivery service connecting businesses to consumers. Their main goal is to help manage and stream B2C and B2B deliveries effortlessly, both within the city limits and outside. They are known for their highly secure services and have partnered with over 200 merchants since inception.
Business Challenges
The customer primarily wanted to set up a call center to handle the incoming and outgoing calls and to manage deliveries better.
The solution also warranted multiple channels to ensure no customer enquiry was missed.
Investing in and setting up a physical infrastructure being impractical for them, they were keen on a comprehensive cloud-based solution.
Also, to protect the privacy of delivery agents and clients, it was desirable to have number masking features.
TTBS Solution
After reviewing the customer’s requirements, TTBS implemented the cloud communication suite Smartflo:
- The solution provided 50 channels to make inbound and outbound calls.
- The customer could track agent performance and overall project performance, with regular email reports delivered to the team heads.
- The solution also enabled handy features such as call recording, patching, Click2Call, sticky agent among others.
- It allowed efficient user/employee management with customized rolebased access, allowing robust security and seamless employee management.
- To further boost security, every call was safeguarded using number masking at both ends.
