Friday, March 29, 2013

Call Center on the cloud in India for Logistics vertical

This time the story comes from a traditional business house, one of the well known companies in the logistics vertical in India.

Problem:
The customer is one of the largest logistics and supply chain company in India. They have over 1400 vehicles, serving 1000+ locations across India. Being such a large organization also means that there are business which copy your brand name and try to get easy business. To ensure that they maintain their brand and also educate customers on which is the real company, the customer chose to brand its business with a unique phone number. The customer chose what is called as a Similar Number Solution ( Same 8 digits across cities but you can dial with the local STD code - popularly called as SNS or SBN) and had it forwarded to its local branches. Huge marketing campaigns were run and most of the users knew that the number is of this company. Now the challenge of having too much on the plate started and the management needed a product which can given them a birds eye view of the entire business(Calls) across branches and also audio recordings for monitoring these branches. The management had to decide whether a PBX will be sufficient or a Call Center solution is needed. They chose the best product in the market - Cloud Contact Center from our company ,Cloud Agent - http://cloudagent.in . To know whether your business needs a contact center, please read our previous blog - http://blog.cloudagent.in/2013/02/does-your-business-need-contact-center.html  


The key challenges faced were - integrating their SNS number across branches to a single product, setting up a professional contact center for talking to the callers and unified view across branches to the senior management.

We provided them with our Cloud Agent solution for integrating their published number across branches and also help them setup a professional contact center in their head office - Delhi. Now, instead of multiple branches talking to their customers, a professional agent greeted the caller and took the survey appointments or the goods movement bookings. Also, we have integrated the customer website with our Click2Call feature. Apart from this, an automated outbound dialer was implemented for responding to unanswered calls.

Key Achievements:

  1. Customers are able to find the right help for their need resulting in 50% increase in customer satisfaction 
  2. Agents were able to handle 150% more calls than they were handling previously.
  3. Management audits were successful due to 100% audio recordings thus impacting customer satisfaction.
  4. Integration with the CRM system for capturing customer information enabling agents to handle calls faster and in a seamless manner
  5. All calls assigned to branches could get tracked by the management thus resulting in more business conversion.


This success story yet again proved that we have been able to migrate traditional businesses to the cloud and also that Cloud Agent is easy to adopt even in a life style business setup where the agents are used to answering calls on a PBX till date.

To know more, please email us. If you need a contact center, then you can get in touch with our sales team by email - sales@cloudagent.in   or call us on 1800 200 0820 .  

9 comments:

  1. The customer is one of the largest logistics and supply chain company in India. They have over 1400 vehicles, serving 1000+ locations across India. freight logistics

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