Back to Case studySoftware Company Overhauls Customer Service with Smartflo Cloud Communication Setup
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The customer is a Gurgaon-based financial technology (FinTech) company affording a digital platform for insurance policy buyers to compare offers from different companies before choosing an individualised plan. From a price comparison website in its early days, the company has expanded in to a comprehensive online market place for insurance policies.
Business Challenges
The customer wanted to improve its contact centre operations with better agent productivity and advanced call management features. The company needed a cost-effective voice solution that also facilitated the monitoring of incoming and outgoing calls.
One of their key challenges was handling the huge call volume and routing them to appropriate sources for a quick resolution. Frequent downtime and poor PSTN voice quality were also affecting daily operations.
An additional burden was the invoice structure. In the absence of a departmentwise itemisation of the telephony services bills, the organisation had to segregate them manually for accounting. This consumed significant productive time and resources.
TTBS Solution
TTBS offered the customer a technology infrastructure that helps FinTech companies build a complete and effective e-commerce model.
- We gave them a single SIP trunk with multiple pilot DID numbers, allowing users to make or receive up to 1500 calls simultaneously. The solution also made it easier to direct calls to specialist teams and scale the operations to new locations while retaining the original numbers.
- The multiple pilot numbers helped to ensure business continuity. In the event of Internet downtime, the SIP trunks got automatically connected to another IP address with in the same IPPBX. The secondary pilot numbers maintained a reliable call answering service while the principal system was being brought up.
- As SIP service is offered on a per-channel basis as per demand, the customer had to pay only for the capacity used for phone calls, and the internal calls were free. This helped them to save costs.
- TTBS segregated the bills for service usage by different teams since a single SIP trunk with multiple pilot numbers was allocated across departments.
Benefits
- No ancillary cost as Smartflo solution is entirely cloud-based
- Enhanced customer experience with 24x7 availability and improved routing options
- Effortless scalability for any future system upgrades
- Secure and reliable system with authorised login, IP restrictions, OTP verification and more
