Back to Case studySoftware Company Upgrades to Smartflo’s Portal-Based Communication to Enable Business Continuity
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The company provides custom software development solutions and specialises in building astrology-themed portals and mobile apps. Its products include AstroSage.com, AstroSage Kundali, AstroCAMP.com and CogniAstro.com.
Since its inception in 2008, the organisation has continually led the astrology domain in the virtual world. Google has identified it as a promising startup and selected it for its Launchpad program, and Facebook gave the company a place in its FbStart program.
The enterprise needs to stay in touch with astrologers providing inputs for the content to be updated on the astrology apps and websites. It also receives frequent queries and feedback from its clients. It needed comprehensive call centre architecture to communicate professionally with all such parties and stakeholders.
Acknowledging the benefits of integrated cloud-based telephony systems over assembled setups with services from multiple vendors, the company decided to deploy a new call centre. It chose Smartflo offered by Tata Tele Business Services (TTBS) after comparing the top alternatives available in India. In tandem with our SLA-backed support, the user-friendly features made the product more appealing than its competitors.
Business Challenges
While the organisation had been using a basic telephony setup for its internal and external communication, the service was not very useful. Various vendors provided solutions such as internet leased line, SIP trunk, cloud patching, and other IT assets, complicating the entire framework.
The inherent challenges with this setup were
- It could not handle the burgeoning incoming call volumes. This issue also resulted in long wait times for callers and impacted customer experiences.
- If any element in this setup malfunctioned, the company had to contact multiple service providers as the repair/replacement solution for one often involved making changes in another.
- Delayed action by service personnel and occasional incompatibility between the tools or technologies configuration affected employee productivity and inflated operational costs
The team needed a robust contact centre solution that would be secure, featurepacked, user-friendly, and scalable to keep up with the organisation’s growth cost-effectively.
They were also looking for remote work flexibility because COVID-19 had severely disrupted the customer service operations. It was essential to upgrade to a cloud contact centre to make business continuity more robust.
TTBS Solution
Smartflo was the apt tool offered to the customer to streamline and digitalise telephony operations. The deployment of TTBS’ cloud communication suite enabled them to consolidate their disparate systems and billing arrangements into an integrated solution managed by one service provider.
By leveraging cloud technology for its contact centre operations, the organisation streamlined its customer service processes. It integrated the contribution of on-premise and remote workforces into a more cohesive whole.
Smartflo’s deployment helped the company overcome issues plaguing their communication infrastructure
- With the appropriate number of channels and the ease of scaling them further, the associates could handle all the calls funnelling into the contact centre.
- A bespoke IVR automatically routed calls to the right departments, and the company could use the sticky agent feature for quick resolutions by associates most qualified to address specific queries.
- The problem of contacting multiple vendors ended as TTBS ensured the flawless functioning of all the customer’s web-based contact centre features. Our end-to-end SLA guaranteed Smartflo’s uptime of 99.5%.
Installing Smartflo did not take long, and the company’s operation continued to run normally while our team configured and customised the settings per their specifications.
Benefits
- Smartflo: Improved operational efficiency built by an expanded call-handling capacity
- Better customer experience with quicker call connects and swift query resolutions
- Easy access to call metrics on the web interface to gauge employee performance
- Remote work feasibility with access to contact centre platform on any device
- Encrypted communication and instant security upgrades managed by a single service provider
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