Smartflo Helps A Resourceful Immigration Consultancy Improve Its Customer Engagement

Oct 2021 | CASE STUDY

smartflo helps a resourceful immigration consultancy improve its customer engagement

The Requirement

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

Benefits

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 centre as per changing business requirements

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