Multinational Car Dealership Firm Migrates to Smartflo for Agile Contact Centre Ops


Highlights

  • Smartflo: Freedom to work from anywhere for employees with less stress and more productivity
  • No CapEx solution with just cloud and softphones/mobiles needed for managing calls
  • Centralised monitoring of calls – inbound and outbound – ensuring optimal customer experience
  • High uptime and no single point of failure for resilient business continuity
  • Instant capturing and routing of calls leading to better resolutions

Introduction

Our customer is a popular sales and service partner for a car manufacturer with global operations. Located in major cities of western India, the company’s showrooms see regular footfalls for car purchases and services throughout the year. It has offered a consistent experience to the brand’s patrons and has also been awarded for its customer service standards.

This car agency contacted Tata Tele Business Service (TTBS) for a contact centre infrastructure to address its customers’ calls for model inquiries, new bookings, registrations, insurance, and slots for servicing of vehicles.

Business Challenges

To upgrade its existing communication infrastructure, the hospital wanted to digitalise the setup and make it future-ready.

  • The top challenge was providing the agents with a flexible platform to serve customers from anywhere and eliminate the problem of abandoned calls.
  • Another requirement was to capture the diverse reasons for calls and route them to relevant departments for first-time resolutions. The company also wanted to check how many customers would be interested in video shopping during the pandemic.
  • They needed an outbound calling facility with features for call recording and reports on daily call volumes along with a customisable IVR that would intimate the top reasons for the incoming calls.

Aware of the benefits moving to cloud brings to the table for remote business operations, the company contacted TTBS for a solution

TTBS Solution

To resolve the issues faced by the car dealership, TTBS deployed Smartflo – our managed and enterprise-grade contact centre solution based on cloud technology

The secure login to its web interface allowed the company’s employees to attend and dial out calls from anywhere.

  • Smartflo captured the details of all the calls received by the agency and directed them to appropriate teams and/or showrooms based on dialpad inputs from callers.
  • The numbers to be called for the outbound campaign were pushed to a hosted PBX platform, and agents could dial them out with a simple clickto-call feature.
  • Recording calls for agent feedback and maintaining call detail records could be managed independently on Smartflo with no requirement for additional hardware and software.

After the solution’s successful and timely deployment, TTBS continues to provide round-the-clock support to its customer and has ensured a service uptime of 99.5% under a documented SLA.

Cloud telephony solution Smartflo enabled car dealership to restructure its customer service operations without investing in any additional hardware or intricate setups.

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