Back to Case studySmartflo Helps a Resourceful Immigration Consultancy Improve its Customer Engagement
ShareHighlights
- Smartflo: Improvement in customer engagement with all communication streaming through one unified system
- Growth in employee productivity with multiple call handling features within the cloud platform
- Work-from-anywhere flexibility in managing call flows
- Customised dashboards to analyse call volumes and agent performance
- Ease of scaling the contact centreas per changing business requirements
Introduction
The organisation is an immigration agency run by an experienced team of immigration lawyers, consultants, and visa advisors who help clients realise their migration dreams. The agency facilitates movement to countries such as Canada, Australia, Demark, Hong Kong, USA, UK, New Zealand ,and Singapore for jobs, business, investments, studies, tourism, as well as to join families.
The company maintains strong relationships with its clients and gives every application a holistic assessment under different possible options for immigration. Wanting to optimise its contact centre abilities for exceptional services, the team contacted Tata Tele Business Services (TTBS) for a platform that would help them tele communicate with customers more effectively. Choosing TTBS was a decision based on the brand’s trusted image and its deep roots in the ICT industry.
Business Challenges
As the business expanded and began handling more applications for relocations and visits to different countries ,the customer queries became more diverse.
The top challenges in streamlining the communication infrastructure were:
- The company needed a centralised contact centre setup for customer engagement –it had to be integrated with the client database to ensure that all details of a caller’s application could be securely traced when they called the customer service team
- Along with intuitive features for handling calls efficiently, the immigration agency sought a consolidated reporting dashboard to maintain all communication details
- To optimise team productivity and ensure that callers’ queries were getting quick responses, the contact centre had to be accessible for the customer service reps at any location they worked from
TTBS Solution
To help the organisation meet and exceed its customer engagement goals, TTBS offered its cloud- based, AI-enabled communication solution Smartflo.
With Smartflo’ s web-based platform and call management features, contact centre services for the immigration agency became more agile and customer-centric.
- With Smartflo, the immigration team got a centralised and feature-rich contact centre infrastructure with a customisable IVR, intelligent call routing, sticky agent attribute, and the ability to integrate with client database or any CRM software. These elements made it easier to handle calls of varied nature with minimum peripheral devices.
- Smartflo also came with a bespoke reporting system to simplify maintaining dashboards for daily call flows. The company got direct access to call detail records (CDRs) to analyse the kind of services its customers expected.
- As a web-based contact centre platform, Smartflo safe-guarded all communication. Agents could access it from any where using their login credentials, while supervisors could record calls and provide relevant feedback.
Smartflo’s contact centre suite also includes a click 2 call facility that enabled the company to run its outbound calling campaign and proactively connect with its clients for application updates.
TTBS provides full-fledged support to its customer for the service under an SLA promising 99.5% uptime.
