An online pharmacy company leveraged cloud call center

Healthkart, online health products startup, was founded in 2011. Now, 1mg, which gets around 25 million page views, 2-million unique visits per month, and has achieved 5.5-million downloads, is modelled as an online marketplace for pharmacies, allowing consumers to place orders with their nearest pharmacy store. 
Challenge
  • Healthkart had to position agents for each communication channels - Email, Chat and call, thus leading to sub-optimal agent performance.
  • The existing CRM was limited and Healthkart wanted to build their own CRM which should also easily integrate with the call center solution.
  • The call center solution should provide a centralized view of distributed call center operations.
Solution
  • Ozonetel deployed an on-premise solution integrated with the customer CRM
Result
  • Single platform to monitor all business communications has eased the tracking & monitoring process while simultaneously improving the call center’s performance
Freshdesk CTI- Advanced Call Controls
"Ozonetel is fairly simple to use and provides many relevant reports which are easy to access. The best part though is the support team which is always there to assist. Overall a good experience till now. Cheers!."
Jehan Jit singh, Sr. Manager – Customer satisfaction