Agarwal Packers and Movers Ltd. stands as the Largest Mover of the Household Goods in India, which is also recognized by the Limca Book of Records for two consecutive years (2012 and 2013). The company has an experience of almost 3 decades
Challenge
  • Tracking & monitoring all calls that are handled by the local city-wise team members
  • Additional team needed to be hired to handle all the calls was 300, 3 for each of the 100 city centres
  • Need for a flexible solution which can scale up and down as per demand instead of a fixed investment in hardware
Solution
  • Ozonetel deployed a CRM integrated cloud call center solution in end 2012
Result
  • Business growth by 45% YOY
  • Not missing any customer leads
  • Adherence to SLA for inbound calls made easy by routing all calls to a centralized number
  • Intelligent/ Informed media planning – have a control on which campaign has run successfully and which media to use depending on the calls received
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Freshdesk CTI- Advanced Call Controls
"“The core expertise of Agarwal Movers & Packers lies in helping people move their goods. Our expertise does not lie in running a customer support center which requires technology experts and huge capital investments. Ozonetel has been managing our voice communication for the last 48 months. We find the platform stable, thus allowing us to invest time in other areas of business."
Navneet Agarwal, Director IT, Agarwal packers & Movers