Back to Case studyRapiPay transforms its Digital Operations and Customer Service with TTBS Smart Internet and Smartflo
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RapiPay is a fast-growing FinTech company licensed by the Reserve Bank of India. Headquartered in National Capital Region (NCR), it provides services in different parts of the country through a network of more than 5 lakh direct business outlets. The company became the third largest player in the micro–ATM segment in 2020 and launched its digital lending services a year later.
Leveraging its neo banking super app called NYE, the company simplifies money transfers, bank account management, loan procurement, bill payments, investments, and insurance services for its customers. To its business clients, the company also offers POS solutions and assisted payment services. RapiPay contacted Tata Tele Business Services (TTBS) for faster data service and a cloudbased contact centre to serve its growing customer base more effectively. The technology team compared the offerings of different telecom firms in India and found that TTBS provided optimal solutions in both categories.
Our internet leased line (ILL) called Smart Internet could give them adequate bandwidth for their digital operations. We also provide an advanced contact centre-as-a-service (CCaaS) product that has not yet been launched by any of our competitors in India. Happy with the features of both the services, RapiPay finalised its decision to procure them from TTBS.
Business Challenges
The company had been expanding its reach and was ready to operate from 18 branch offices across India. To manage this business growth systematically, it had to build seamless connectivity between different locations. As the operations were largely digital, a high-speed data service was critical for routine operations. The broadband solution that the company had been using was slow for business use and its uptime was maintained only on a “best-effort” basis.
Another requirement was a contact centre to handle customer care service and make internal communication more cost-effective. However, to build traditional contact centres for 18 locations, the Capital Expenditure (CapEx) and Operational Expenditure (OpEx) for Primary Rate Interface (PRI) lines, Electronic Private Automatic Branch Exchange (EPABX) systems, handphone equipment and cabling would have been very high. Such expenses could be avoided by opting for the cloud-based contact centre. As the company provided financial services, it expected its CCaaS platform to address some particular requirements:
- Complete security of communications to avoid leakage of confidential details
- An IVR to route calls to concerned departments without manual intervention and a dashboard to show the options chosen by different callers
- A simple system to monitor the interactions between customers/leads and service representatives
The organisation needed both services with high uptime backed by an end-to-end Service-Level Agreement (SLA). It also wanted them to be scalable in sync with business growth.
TTBS Solution
The solution architects configured TTBS Smart Internet to give RapiPay its ILL service – this was a dedicated, point-to-point internet connection with 1:1 symmetric speed. The solution enabled the company to run multiple bandwidth gobbling applications simultaneously without affecting each other’s performance.
To help the company meet its customer engagement goals with a cloud-native call centre, we implemented our AI-enabled communication platform Smartflo solution. To support the existing call volumes, our team configured it with 40 channels to help the agents manage both inbound and outbound services.
As Smartflo was a cloud-native platform, it did not require physical infrastructure and could be used from anywhere. The users only had to plug in softphones – such as a headset – to receive calls and could dial numbers using the software’s click-tocall feature. Fuelled by our high-speed ILL, Smartflo offered optimal call quality. It also had in-built features to meet and exceed the company’s expectations:
- It came with Multi-Factor Authentication (MFA) logins and all communication via the platform was encrypted end-to-end.
- The customisable IVR menu directed the callers to available executives in different departments, eliminating the drudgery of manual transfers.
- Smartflo has also integrated smoothly with the company’s Customer Relationship Management (CRM) software so that agents could verify details of existing customers for both incoming and outgoing calls.
- The platform’s dashboard showed details of all calls received, dialled out and missed so that reverts could be made on calls that went answered.
- The dashboard also showed IVR choices to identify possible leads and the top reasons for which customers called.
- Supervisors could barge into calls to monitor call quality, record conversations and guide agents where required.
With Smart Internet and Smartflo, the company was able to build seamless connectivity between its branches and improve the management of voice-based customer services. Both the solutions were backed by SLAs guaranteeing 99.5% uptime and round-the-clock technical support.
Benefits
- Productivity improvement enabled by high-speed data connectivity and anytimeanywhere collaborations
- Actionable business insights from the call centre’s dashboard and recordings of interactions with customers
- Better customer experience with quick call routing and self-help menu options on Smartflo’s IVR
- Agile scalability with both the solutions to accommodate new business requirements
- Improved data integrity and compliance provided by security features integrated with Smartflo and Smart Internet
