Back to Case studyMumbai-Based Charitable Trust Makes Medical and Humanitarian Services more Accessible with TTBS Smartflo
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The organisation is a charitable trust established in 2009 and has its headquarters in Mumbai. It operates primarily in the health services sector, but also offers support for education, energy and water conservation, environmental protection, senior citizen welfare, gender equality, child and youth development and disaster management.
With a mission to serve humanity with affordable and quality healthcare, the trust provides free or concessional medical treatment to economically weak sections of society. It runs a 200-bed multi-specialty hospital and research centre in Mumbai, offering services ranging from cardiology and neurosurgery to dentistry, Ayurveda and homeopathy.
The trust office had to set up its own contact centre to handle the incoming calls from patients and others who needed the organisation’s services. The management needed to connect the callers to the specific departments through an Interactive Voice Response (IVR). However, it also wanted to avoid a rigid physical infrastructure in setting up the voice support services.
When looking for Contact Centre as a Service (CCaaS) the organisation selected Smartflo provided by Tata Tele Business Services (TTBS), also headquartered in Mumbai.
The trust’s preference for a Cloud solution devised in India and Smartflo’s simple user interface with productivity-enhancing features encouraged it to choose TTBS over others.
Business Challenges
As the charity group has been serving the community for over a decade, it also had to handle an increasing number of inquiries from its customers. It needed a wellequipped voice support centre to answer the inbound calls and features to communicate with units that already worked with the team.
The trust was looking for a solution that would help it to maintain support services for the long-term. Investing in legacy infrastructure was out of the question not only due to deployment and maintenance costs, but also due to the inability to allow remote work.
By deploying a Cloud-based solution for the call centre, the aim was to build a system that would:
- Automatically route calls to different departments of the trust for quick resolution of the queries
- Integrate with Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems so that associates handling inbound and outbound calls could securely access the information related to an ongoing discussion
- Allow call recording in its portal for quality assessment, reference and training
It was necessary to keep all communications end-to-end encrypted. To enhance security, the organisation needed to ensure that only authorised associates could log in to the calling software, irrespective of the device they were using or the location they were working from.
TTBS Solution
TTBS has configured its Cloud-communication suite Smartflo for the customer with the required number of channels needed to handle the daily call volumes.
Contact centre associates could use it on any personal computer or mobile device connected to the internet, and simply plug in a softphone client to receive and make calls.
Smartflo’s click-to-call feature and the automated dialler that streamlined calls on pre-selected numbers made outbound calling easier. It also helped the associates to avoid mistakes that can be made while dialling numbers manually.
Besides simplifying inbound and outbound call management, TTBS Smartflo brings analytical dashboards to help an organisation track critical KPIs, monitor agent performance and improve customer experience in real-time. Quick deployment, user-friendly interface, digital voice clarity and secure communications are the top factors that make Smartflo a valuable tool for our voice-based services.
Benefits
- Minimal waiting time as calls are split between different departments and handled faster by specialists
- Flexible scalability to extend the organisation’s call handling capacity in line with the changing call volumes
- Cost savings on infrastructure allow the trust to allocate more funds for philanthropic activities
- Communicate anytimeanywhere through a secure and feature-rich Cloud platform
- Better knowledge of beneficiary needs with analysis of recorded interactions
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