Back to Case studyTrusted FinTech Firm Anand Property Finance Empowers Employees by Deploying TTBS Smartflo
ShareHighlights
- Smartflo: CapEx free deployment for flexible call centre operations from anywhere
- Actionable business intelligence derived from call detail records
- Improved customer service enabled by IVR routed calls, sticky agent feature, and CRM integration
- Multiple layers of security comprising MFA based logins, IP restrictions, and communication encryption
- Constructive agent feedback based on-call monitoring and recording
- Agile scalability to expand contact centre ops in line with business growth
Introduction
Registered with RBI, the company is a Pune-based TechFin NBFC, offering technology-driven end-to-end solutions to FinTech companies. It provides Platform as a Service (PaaS), first loan default guarantee, co-lending solutions, PG bridge loan, KYC solutions, and banking & payment gateway APIs, to organisations of all sizes.
Working with large amounts of data, it builds bespoke software systems for BFSI businesses to help them serve their customers more efficiently.
The company wanted to serve the enterprises using its products via voice support service. Besides handling incoming calls, it also aimed to start an outbound campaign for call-backs on unresolved matters, and to generate new leads.
To deploy a full-featured contact centre that would not involve capital expenditure and would be easy to operate from any device, the TechFin firm selected Smartflo offered by Tata Tele Business Services (TTBS). Positive reviews from other users, high uptime, and security in communication became the primary reasons for choosing Smartflo over other cloud contact centre brands.
Business Challenges
As a B2B company in the technology domain, the organisation routinely received queries for various platforms and software solutions that improve business capabilities and the customer experience in the financial services industry. Managing regular call flow on a single phone line was not practical. It was essential to implement a systematic contact centre.
Other weaknesses of traditional telephony service were:
- As there was no IVR, calls could not be segregated and routed directly to specialists with the right skills to resolve them quickly.
- There was no medium to check the daily call volumes, and the reasons for the customer calls.
- Managers could not monitor calls to evaluate agent efficiency.
The organisation preferred a plug-and-play contact centre instead of spending bulk amounts in purchasing additional PRI lines and bulky handsets. While investing in a cloud-based communication system it also expected SLA-backed uptime and seamless tech support.
TTBS Solution
TTBS configured its enterprise-grade cloud-communication suite Smartflo with 10 channels for the company. The deployment was quick, and employees could log in to this secure contact centre from any PC, Mac, or mobile device. They had the option of logging in through an internet browser, or using Smartflo’s mobile app.
With their headphone plugged into their device, they were ready to handle incoming queries and make outgoing calls as required. The team was also quick to get accustomed to Smartflo’s call management features, and could leverage them for optimal productivity.
TTBS’ cloud contact centre met the organisation’s expectations and resolved the issues that they faced with the legacy telephone line:
- As per callers’ inputs on keypads, the IVR directed them to the best resources for the quick resolution of their issues; new sales, questions from existing customers, troubleshooting support, and general queries.
- The IVR settings could be easily modified from an administrator account whenever required.
- Smartflo’s web-based dashboard provided the data that the company needed to evaluate the call centre’s productivity – the IVR options chosen by different customers, the call handling time for each call, the total logged-in time, and the break reports of all agents.
- Supervisors could monitor any call from any location by plugging into live interactions and had a whisper line to support agents for better resolution of queries.
Although 10 channels made it easier to handle daily call flow, missed calls were captured on the dashboard, and an available agent could call back using the clickto-call feature. The company could also run dialler-based campaigns for telemarketing.
The company got assured uptime of 99.5% and round-the-clock tech support under the end-to-end SLA provided with Smartflo.
