Back to Case studyTTBS Smartflo Builds Simple-to-Operate Contact Centre for Expansive Freight Enterprise
ShareHighlights
- Smartflo: Optimised customer experience with specialised agents offering quick updates on consignments
- Cost savings on maintenance of call centre infrastructure
- Better business responsiveness via automatic routing of calls to concerned departments
- Enhanced security with controlled access to calling system and customers’ details
- Improved associate efficiency with the integration of CRM and call management in the same interface
Introduction
The company provides packers and movers solutions through its all-in-one online platform as well as customised on-demand services for relocation and tow trucks for roadside assistance.
Over the years, the organisation has recorded more than 50,000 installations of its service booking app, engaging over 1,000 clients. With 500+ vehicles enrolled for its daily operations, the enterprise has built an extensive partnership network with trusted moving service providers to keep delivering best-in-class carrier solutions.
The company wanted to establish a formal contact centre to give its customers an on-call option of booking services and get updates on the whereabouts of their goods in transit. This was to be accomplished in minimum time and without investing heavily in complex telephony infrastructure.
Tata Tele Business Services (TTBS) was chosen to deploy a solution given our range of enterprise-grade cloud tools for seamless connectivity and communication.
Business Challenges
The aim was to build a dedicated helpdesk service for all customers. The enterprise lacked a single point of contact for the clients to trace their consignments in transit. By contacting a centralised customer-service team, they wanted to provide updates on the entire journey of assets right from booking to delivery. However, different contacts for different cities made the entire process haphazard. The organisation’s internal communication also needed improvement.
Given the hassles of implementing and maintaining a conventional call centre involving complex equipment and cabling, the management team preferred a cloud communication setup fulfilling certain criteria:
- The company sought a customisable IVR to systematically route calls per the query nature – new bookings, tracking of consignments, questions on services provided, and complaints/feedback.
- Both inbound and outbound calling solutions had to be activated on the software. The team preferred an automated dialler service to enable quick outgoing calls.
- For analysing team performance, the organisation asked for call monitoring and recording abilities. Call logs showing the average call handling time, the number of calls received and made each day, and call abandonment rate were also required to measure productivity
The contact centre industry has been universally shifting to cloud technology. As work-from-home and hybrid work models became popular in the post-pandemic world, organisations of all sizes acknowledge the value of these cloud communication systems. The packers and movers company decided to opt for the same.
TTBS Solution
The engineering team from TTBS addressed the organisation’s concerns by deploying Smartflo – our full-featured cloud communication suite – with 50 channels.
It being a new helpline solution for their customers, we gave the organisation a Toll Free Number (TFN) with the virtual contact centre.
- The TFN became a single point of contact to reach customer service from any part of India. As an 1800- number, it also added more credibility to the organisation’s brand image.
- Smartflo’s multilevel IVR facilitated call routing to specific teams and cities for quick resolutions. The sticky agent feature allowed existing customers to reach an associate who had handled their queries previously and knew the transaction history. The IVR could classify calls basis the area PIN code keyed in to help new clients connect with a centre nearest to their location.
- Inbound and outbound calling systems were pre-activated on Smartflo. Teams had the option to run outbound campaigns using progressive dialler or click-to-call service.
- Supervisors could barge into and record any call. They could also guide agents using the whisper feature. Call detail record (CDR) was readily accessible on the cloud interface. It comprised information on total inbound and outbound calls for each day, average call handling time, staffed time, and the phone numbers of entities who called or were called.
With a TFN and the utility of connecting callers to the best resource for addressing their concerns, Smartflo built a customer-centric business contact centre. It could also be integrated with CRM to access existing customers’ details during interactions.
TTBS ensures enterprise-grade security for the system, and access rights are protected by multifactor authentication for users.
