Back to Case studyTrusted Eyewear Brand Builds Personalised Service Model for Customers using TTBS Smartflo
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With an aim to solve the vision problems that people face, the company offers a variety of eyewears including power glasses, reading glasses, computer glasses and contact lenses. It also provides stylish and protective sunglasses.
Even though it is a young venture that started in 2021, the organisation has established itself as a trusted brand with over a million satisfied customers. It offers 4,000+ eyewear designs to choose from and runs its own online store, making it easier for customers to securely buy the products they need.
Besides adding high levels of quality to all its products, the company focuses on frame styles that enhance the look of eyewear and make them more comfortable for the user. It also prices its products to suit different budgets and offers frequent rewards for online purchases.
As the business grew, it also started receiving more calls from its customers. There were inquiries for features of different eyeglasses, possibilities for customisation of designs, updates on purchase orders and other questions concerning the products available on the website.
To manage the call flow more effectively, the company needed a feature-rich call centre infrastructure. They wanted to start their telephonic customer service with low/no Capex and avoid maintenance costs, which is why they opted for cloudbased technology. On checking the features of Smartflo offered by Tata Tele Business Services (TTBS) and learning that the product could be deployed quickly, the leadership team opted for our Cloud communication suite.
Business Challenges
The organisation had set up its standard telephony architecture to handle occasional calls received from customers, business partners, vendors and other stakeholders. However, as the brand became better known and the business scaled with more online sales, the number of phone calls received daily increased.
To ensure that all incoming queries were addressed on time and also to maintain a streamlined system for dial-in calls whenever required, the company needed a web-based calling platform.
With a basic understanding of the benefits provided by modern Contact Centre as a Service (CCaS) platform, it preferred to deploy the same and expected the solution to address the problems that were not effectively resolved by the basic voice support system. Some of them were:
- Lack of technique to distribute incoming calls evenly so that available subject matter specialists can handle queries
- Absence of a call log portal that could reflect the numbers from which calls were received or missed
- Call recording issues to evaluate customer support executives and provide relevant feedback for improvement
To ensure that the new calling system will handle the increase in call volume, the eyewear company preferred ease of scaling. Ultimately, it wanted to keep the communication encrypted.
TTBS Solution
To help the company transform its communication system digitally, TTBS configured Smartflo for the team. The deployment was quick and hassle-free. It did not disrupt the routine operations. Being a Cloud-native system, the physical infrastructure was not required, and it was seamlessly integrated with the company’s Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems.
As a cloud communication suite with features for call recording, quality management and scheduling, Smartflo unifies contact centre and workforce engagement solutions, thus boosting productivity and enabling every team member to be a top performer.
Benefits
- Improved customer experience with automatic call distribution to appropriate resources for quick resolution
- Cost savings with no dependency on physical infrastructure to maintain
- Daily business insights through records of call durations, staffed time and callers’ IVR selections
- Robust business continuity backed by a Service-Level Agreement (SLA) of 99.5% uptime
- Empowered employees have multiple features to manage calls efficiently
