Challenges
WeWork India aimed to build a scalable, reliable lead engagement framework that could support growing volumes, ensure timely follow-ups, and maintain consistent sales operations across multiple locations.
As a trusted partner for over eight years, Ozonetel’s unified CX platform enabled WeWork India to automate lead management, integrate sales workflows, and run tailored campaigns at scale.
Solution
Solution
As a trusted partner for over eight years, Ozonetel’s unified CX platform enabled WeWork India to automate lead management, integrate sales workflows, and run tailored campaigns at scale.
Results
They maintained a consistent 20% lead-to-opportunity rate while scaling from 1 to 68 centers, enabling seamless customer conversations, reliable business continuity, and efficient handling of high lead volumes nationwide.
About WeWork India
Launched in 2017, WeWork India is one of the country’s leading premium flexible workspace operators. According to CBRE, the company has been the largest operator in the segment by total revenue for the past three fiscal years. WeWork India has played a pivotal role in shaping the flexible workspace sector and driving the evolution of its products and services. AGR recognizes WeWork India as a category-defining, aspirational brand with a loyal and growing customer base. The company is majority-owned and promoted by Embassy Group, one of India’s foremost real estate developers.
Features: Auto Dialer | Smart IVR | Voice Blast| Real Time Reporting
How to Streamline Lead Management, Ensure Consistent Conversions & Drive Growth
As demand increased across private offices, coworking memberships, and short-term access, WeWork India focused on building a scalable lead engagement process. The goal was to automate repetitive tasks, reduce manual effort, and ensure timely follow-ups across a growing network of locations handling large lead volumes annually.
WeWork India has been using Ozonetel since 2018 as its core customer communication platform. Through this long-term partnership, they implemented a system to qualify leads based on predefined criteria, helping teams focus on high-potential prospects. This ensured the right leads reached the right teams at the right time without increasing operational complexity supporting steady and sustainable business growth even with lean sales teams.
Leveraging Ozonetel CCaaS for Efficient Campaign Management
WeWork India leveraged Ozonetel’s CCaaS platform to manage end-to-end customer conversations and run campaigns with greater efficiency. All incoming leads were routed into their respective campaigns and assigned to team members for timely follow-up. Using Freshsales as the lead management system, leads were captured and then pushed into Salesforce CRM, which was integrated with Ozonetel’s dialer.
Agents could initiate calls directly from CRM using Ozonetel’s click to call features eliminating the need to switch tools. This streamlined internal SOPs, automated call handling, and simplified inbound and outbound workflows, helping WeWork India consistently maintain a 20% lead-to-opportunity ratio over the years.
Optimizing Lead Segmentation and Personalized Engagement Through IVR
Most of WeWork India’s lead segmentation was handled through the Ozonetel-powered IVR system, which categorized leads based on their requirements and online product inquiries. They received a wide range of leads – from private office requests to monthly coworking memberships- across inbound and product inquiry channels.
For short-term needs, such as day passes, members could complete bookings online without manual intervention, while team assistance was available for those who preferred personal support. Leads requiring monthly memberships or private offices were automatically routed to specific campaigns and subsequently dialed and actioned based on their requirements.
“As we expanded rapidly across India, maintaining consistent lead engagement was critical. Ozonetel enabled us to automate workflows, streamline follow-ups, and sustain a 20% lead-to-opportunity rate without any operational complexity.”
Shebin Tom Mathew
Ensuring Business Continuity with Automated Voice Campaigns
For the past three years, WeWork India has used Ozonetel’s automated calling capabilities to manage customer communication during holidays and planned shutdowns. Whenever a lead is submitted during these periods, an automated call informs the prospect about team availability and next steps. This approach ensures transparency, maintains customer trust, and prevents lead drop-offs, even when sales teams are offline.
Gaining Visibility with Comprehensive Reporting
Ozonetel’s reporting dashboards provided WeWork India with clear visibility into campaign performance, lead flow, and calling activity across centers. These insights supported consistent monitoring, process alignment across locations, and informed decision-making.
Additionally, centralized reporting helped sales and leadership teams track performance uniformly across all centers, identify gaps early, and maintain consistent engagement standards at scale.
Benefits & Overall Impact
Ozonetel’s unified CX platform became a foundational layer in WeWork India’s sales operations. By automating lead management, standardizing engagement workflows, and enabling reliable communication at scale, the platform supported WeWork India’s expansion from a single center to a nationwide presence without compromising operational stability or customer experience.
- Sustained high lead-to-opportunity conversion rates
- Scaled operations seamlessly across India
- Over eight years of trusted collaboration
