Back to Case studyNoted Electrical Equipment Manufacturer Tailors On Call Customer Experience with TTBS HIVR
ShareHighlights
- Improved customer experience with instant response and faster call transfer
- Better business intelligence with recorded data on callers, their interactions and experiences
- Reduced communication slipups with automatically directed calls bypassing the need for error-prone manual transfer
- Cost savings with a cloudhosted system that eliminates the need for maintaining IVR hardware
- Higher employee productivity by addressing the calls with pre-recorded messages
Introduction
Based in New Delhi, the company is a manufacturer and supplier of electrical goods. Its product range includes medium voltage switchgear, energy-efficient light-emitting diode (LED) lighting, silent gensets and industrial electrical systems.
Led by a richly experienced management team, the organisation is committed to manufacturing excellence focusing on innovation, quality, durability and reliability while designing its products.
Receiving high volumes of calls from existing customers, new leads, suppliers and stakeholders, the company needed an Interactive Voice Response (IVR) facility on its business phone line. The company wanted to direct callers to the best resources to quickly resolve their queries without an operator to transfer the calls manually.
Tata Tele Business Services (TTBS) maintains a personalized portfolio of digitised communication products to help companies improve their operational efficiency and customer experience. It includes Hosted IVR (HIVR) – a telephony menu and a routing enabler that offers interactive responses to callers.
TTBS HIVR provides a quick turnaround time and the availability of customisable features prompted the company to get the solution from us.
Business Challenge
TTBS Solution
The company had to automate the routing of its incoming calls with an IVR setup and was looking for a solution that would readily integrate with its existing telephone line.
With a systematic IVR to channel the calls as per callers’ inputs, it was also trying to avoid the manual errors that can occur when a person has to initiate the transfers to different extensions.
While the organisation had several options in the market, it preferred a hosted IVR that would be:
- Fully cloud-based for ease of customising the menu when required
- Easy to scale up into a multi-level system
- Cost-effective to own while having the abilities to funnel the calls, categorise callers into groups and route the calls to appropriate resources
