The customer’s product (delivery app) enables the local retailers / service providers sell their products to the nearby locations.
The customer was unwilling to share buyer information with the service providers and hence was looking for a system that can mask customer contact number for their delivery agents and local retailers.
Moreover, they wanted the solution to facilitate call recording and tracking, in order to audit and validate conversations between delivery agents and customers, and also avoid escalations. Another functionality expected from the solution was effective integration with their customer relationship management (CRM) system, so as to ensure efficient workforce management across the customer care team.
- Improved customer service via real-time resolution of grievances
- Enhanced data privacy through protection of IT assets
- Increased operational efficiency with consistent monitoring of delivery agents’ and customer care executives’ performance