Back to Case studyOnline Legal Service Provider Invests in Smartflo to Gain a Database-Linked, Feature-Packed Contact Centre
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The company provides online support for filing RTI applications in India. It also has a business segment to help its clients register legal complaints against entities for malpractices related to cheating, infringement of copyrights, non-commitment to promised customer services, and denials for replacing/repairing damaged products. The aim is to help petitioners reach favourable agreements or get reasonable compensation from the companies that mistreated them.
Other services provided by the business group include GST registration and filing, company registration, trademark registration, import-export license applications, and ITR filing.
The organisation had to unify its legal services division’s CRM database with a web platform for inbound and outbound calling campaigns. Access to updated details and case records was essential while conversing with clients on the phone, and the existing contact centre setup could not help effectively in such processes.
As a cloud contact centre solution, Tata Tele Business Services’ (TTBS’) Smartflo is trusted by both scaling startups and established organisations. Besides the API integration feasibility that the customer particularly needed, features such as virtual numbers, descriptive dashboards, call patching, and reliable postinstallation service became the reasons for Smartflo’s deployment in the company.
Business Challenges
The company had been using a rudimentary call centre infrastructure with no facility for automatic routing of calls to specific departments. Agents were unable to transfer calls to each other; neither could they include their supervisors on conference calls. They had to manually hand over headsets to seniors on the floor if a matter was escalated.
The functional limitations of their contact centre were affecting employee productivity and efficiency:
- As the calling interface and hardware were not integrated with their CRM database, the agents had to toggle between multiple screens to access customer information.
- The company also wanted to offer work-from-home flexibility to agents, which was unviable with an on-premise contact centre.
- Agents’ performance could not be analysed properly as the system was unable to generate detailed call metrics.
The organisation decided to upgrade to a cloud-based contact centre to overcome these hurdles in its customer service process. Migration to a scalable calling platform was also necessary to handle the growing call volumes with business expansion.
TTBS Solution
Our solution architects configured Smartflo’s for the customer using 100 session initiation protocol (SIP) trunk channels with support for 60 agents. The cloud communication suite helped them connect with lawyers and clients more effectively.
By integrating telephony processes with other business-critical applications, Smartflo helped the agents resolve queries faster. Its automatic dialler and click-tocall feature also eliminated the errors made in the manual dialling of phone numbers.
Attributes such as multilevel IVR, sticky agent, call patching, API integration, call barging, and whispering are standard to Smartflo. The combination of such aspects addressed the problems that the company had been facing:
- Smartflo was integrated with the legal services’ CRM software enabling agents to access complete customer information when a call was initiated or received.
- Smartflo automatically synchronised the updates made in the CRM database so that agents viewed the most current details whenever they conversed with a customer.
- Being a web-based solution, Smartflo could be used on any desktop or mobile device connected to the internet. This made work-from-anywhere-in-India feasible.
- Supervisors could monitor and record calls for performance analysis. CDRs were available on their admin portal with data on the call handling time, total staffed time, call patching, and other key metrics.
The 100 SIP channels for simultaneous inbound and outbound campaigns helped manage the routine call volumes and reduced waiting times for callers. The platform was also seamlessly scalable to accommodate changing business needs. The company also appreciated Smartflo’s multifactor authentication-based logins and 128-bit encryption as the sensitive nature of their operations mandated the security and integrity of all communications.
Benefits
- Smartflo: Improved agent productivity due to CRM integration with the calling platform
- Call detail records to analyse agent productivity subjectively
- Better customer experience with automatic transfer of calls to the appropriate resources
- Reliable uptime of 99.5% guaranteed by an end-toend SLA
- Remote work flexibility built by secure cloud communication from any device
