Case Studies

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SOHO

Background
India is a nation of entrepreneurs and with the new found energy and confidence the startup ecosystem is all fired up, however the biggest challenge is in anticipating the scale and a workable business model over a long period of time besides the obvious financial limitations.

 

Solution
Hosted IVR services with its on demand services, flexibility, scalability and pay as you go model is an ideal fit for startups. ibizfone helps project a bigger and professional image of the organisation and with its smart call routing and recording facility ensures that an organisation will never miss their business calls. Real time analytics helps in powering the business direction and customer analysis. The user friendly web panel allows an organisation to have full control over the business calls and manage the call routing as per their changing requirements.

FMCG

Background

A leading FMCG company in association with the Indian Dental Association, commissioned a research on oral health. Research revealed that 47 percent of the total population in India has never visited a dentist, and that the 38 percent who have only did so, when they had a serious dental problem. Objective was to create nationwide oral health awareness to fight cavities among value-conscious consumers with information about free dental checkup centers located near them.

 

Solution

A 10-digit mobile number was promoted across mass-media touchpoints such as TV, print, and retail to provide information on the nearest free dental checkup centers. To receive the desired information, a consumer would give a missed call to the given mobile number.

After giving a missed call, the caller would receive a call back from an interactive voice response system (IVR) that requested that the caller take a “healthy mouth pledge” for their entire family. The caller would then be asked to enter a PIN code when prompted. They would then get a text with the details of the free dental checkup centers in his/her vicinity.

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Food and Hospitality

Background

In malls across India it is a common sight to find people in queue at food courts waiting for their order which defeats the whole purpose of an outing to a mall for purchases clubbed together with eating out.

 

Solution

The 10 digit mobile number has become our identity, customer centric organisations in the food and hospitality industry are using the mobile technology for customer convenience, with the use of sms now a customer can be issued a token no and a few minutes before the order is ready a notification can be sent across to the customer by integrating the bulk sms facility with the billing system, home food delivery companies are using mobile number as an identity and the contact details and the track record of the customer is maintained in the inbulit mini crm which comes along with ibizfone, now with a single number a food joint chain can ensure customer is automatically routed to the relevant location and order processed basis the information captured against the mobile number over a period of time, the recording facility also ensures that the telephonic orders are correctly captured and acted upon.

Online Aggregator

Background

The worlds largest taxi company, most popular media owner, most valuable retailer all have one thing in common- all these companies work as online aggregators. Mobile phone and the ecosystem around it is central to their business model.

 

Solution

As an online aggregator the biggest strength is the customer pull and the traffic which an aggregator is able to generate and the biggest fear or challenge is in letting the customer connect directly with the end service provider. Virtual no’s have been leveraged by such organisations to ensure that all communication is taking place through the online aggregator’s platform, each customer and the end service provider is provided a virtual number and which ensures every time the customer has to go through the aggregator’s platform for availing services.

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Real Estate

Background

Real estate industry is highly competitive and apart from the obvious service differentiation, the high ticket price of each sale ensures that high standards of customer service are required to be maintained across all touch points. As the consumer’s primary touch point is a call center, every incoming call is a business lead. This makes it necessary to deploy a strategy that provides customers an uniform experience at all times.

 

Solution

Hosted IVR services ensure that every incoming call is tracked, monitored and followed upon, since a large marketing budget is spent for each of the projects across various channels, by providing a unique number for each of the projects across the advertising media an organisation can easily analyse the effectiveness of the advertising spend. Additional features like sticky agent and number masking ensure that a customer is engaged as per the defined guidelines. Hosted IVR along with other outreach communication channels such as missed call, bulk sms, long code, click 2 call and outbound dialling ensure that a 360 degree campaign can be planned and executed in a short period without additional capex investment

Education

Background

Education institutes including the large universities and colleges as well as coaching institutes have large no of interactions owing to student’s and parents having different requirements and technology integration is the only way to provide a seamless experience.

 

Solution

Technology savy institutes have leveraged cloud technology based services to support their fast growth, starting from the process of enrolment wherein recorded audio announcements about the courses to follow-ups and notifications using SMS, to providing the results over IVR by integrating the ibizfone API with their CRM, alternatively using the inbuilt CRM facility to communicating the absence of students to their parents are the various use cases where cloud telephony is utilised by the institutes

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E-commerce

Background

E-commerce’s growth story in India has been phenomenal. The e-commerce market was worth $14 billion in 2012. It is expected to grow at a pace of 57% annually till 2016 which is the fastest in the Asia-Pacific region. With such breakneck growth rates, it is important to have systems and processes in place to sustain fast growth without committing fatal mistakes and heartburns for customers.E-commerce is a transaction-heavy business, compared to other industries. The return volume of sold products is quite high across this industry, going as high as 40 per cent in certain cases. Another major problem encountered by e-commerce companies is the complicated delivery/transaction model. Typically, a product is shipped from a manufacturer/wholesaler to the company’s warehouse (for big firms) and is shipped out to a third-party e-commerce logistics company, which handles the last-mile delivery.

 

Solution

A combination of OTP, one time password sent through a sms along with automated outbound dialling can be used both for verification and information dissemination and tracking across the various stages of customer purchase cycle.

Service Industry

Background

One of the key challenges for any organisation in the space of service industry is reminders about due date on account of a large customer base to be communicated to and the regular frequency of such activities.

 

Solution

Leveraging the capability of outbound dialling solution in communicating to lakhs of customers simultaneously through automated and pre recorded voice calls is helping organisations in not only ensuring customers pay on time but also save on the cost of live agents, with the additional capability of allowing the customers to talk to a live agent only where it is required by the customer by pressing one of the mobile keys, ensures that only the customers requiring human interaction are made to talk with the customer care representatives, post the call a sms with the required information and a reference id can be sent to the customer, which can help in future interactions

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Event Management

Background

“ Anything that can go wrong will go wrong ” is something by which all event managers live by, surprising and frustrating last minute changes and the ability to reach out to targeted audience with the right message in limited budgets across various communication channels is common place in the changing world of event management

 

Solution

It is an indisputable fact that people learn and  retain more information when they read and hear information at the same time. Infact people retain 10& of what they read, 20% of what they hear and 50% of what they read and hear at the same time. Segmented marketing campaigns based on demographic and psychographic parameters, leveraging the power of missed call, short & long code, automated pre recorded voice calls along with sms basis the response captured through DTMF results in higher customer  engagement and TOMA. The various telecom elements can be used in a combination and configured and scheduled basis the targeted customer responses.

Retail

Background

During the last few years, the Indian retail market has seen considerable growth in the organised segment. Major domestic players have entered the retail arena and have ambitious plans to expand in the future years across verticals, formats, and cities. Providing uniform customer experience across multiple touch points and across cities and multiple branches is a key challenge.

Marketing campaigns are executed  centrally as well as by the regional teams across various channel’s and publishing multiple contact numbers results in loss in efficiency and customer satisfaction as a result of missed calls

 

Solution

A single ten digit mobile number is communicated and basis the mobile no series & std code of the received calls, call  routing is executed to the respective locations with music on hold, real time capturing of missed calls, answered & dropped calls, with template based sms reverts to customer and notifications over email & or sms to company employee’s/location incharge ensures much better monitoring. Location based web panel to capture customer information, mini-crm for capturing interaction’s, set follow-up dates, transfer/assign to other employees along with sms/email notifications. Results in much higher marketing spend roi. Hierarchy based web panel for real time monitoring and analytics etc helps in better planning and strategizing.

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