Challenges
Wellness Forever wanted to reduce interaction and response times, improve first-contact resolution and deliver more personalised customer experiences as the business scaled.
Ozonetel’s AI-native CX platform connects conversations, CRM data and CX workflows — giving supervisors real-time visibility and agents simpler tools to serve customers.
Solution
Solution
Ozonetel’s AI-native CX platform connects conversations, CRM data and CX workflows — giving supervisors real-time visibility and agents simpler tools to serve customers.
Results
Wellness Forever cut average call handling time from 8 minutes to nearly 4 minutes, while improving operational visibility, agent efficiency and customer resolution.
Hear It from Wellness Forever
About Wellness Forever
Wellness Forever is one of India’s leading retail pharmacy and wellness product chains by revenue. Operating a large omnichannel and hyperlocal retail network of 24×7 stores, the brand offers a diverse range of pharmaceutical, nutraceutical, lifestyle and wellness products spanning more than 1,00,000 SKUs. Founded in 2008 with a single store, it now operates 430+ stores across Maharashtra, Goa, Karnataka and Madhya Pradesh — a leading market position in western India by revenue.
Features: CCaaS (Inbound & Outbound) | Intelligent Call Routing | Reporting & Analytics
Building a CX Engine for a Dynamic Customer Experience
Wellness Forever’s customer experience operation is built around changing customer needs, multiple processes and a workforce that flexes with demand. The team wanted to make every interaction faster while giving agents the context needed to resolve queries effectively.
That meant reducing call handling time, improving response and first-contact resolution, and giving supervisors greater visibility into performance throughout the day.
Ozonetel brought these requirements together through a connected CX platform — helping Wellness Forever streamline interactions, improve visibility and build a more adaptable operation.
Streamlining the Customer Journey from Routing to Resolution
Wellness Forever’s CX operation involves pharmacists and agents managing customer queries across multiple processes and SOPs.
Ozonetel’s intuitive dialer, intelligent call routing and conference calling make these interactions easier to manage. When a customer needs to connect with a store or pharmacist, agents can bring the right people into the same conversation and move the query towards resolution without unnecessary handoffs.
The impact is measurable: average call handling time fell from 8 minutes to nearly 4 minutes — a 50% reduction.
Connecting Customer Context to Deliver More Personalised Experiences
For a pharmacy and wellness business, resolving a customer query often requires more than answering a call. Agents need to understand who the customer is, what they have previously purchased and what they may need now.
Wellness Forever wanted its CX platform to work seamlessly with its CRM, giving agents access to previous order history when customers called. Ozonetel’s integration capabilities connect these systems, giving agents greater context during interactions and enabling more personalised conversations.
This became particularly valuable as Wellness Forever changed its CRM systems multiple times — Ozonetel integrated with each new environment, helping the CX operation continue without unnecessary disruption.
“Ozonetel was the right fit for us because it gave us the scalability we needed, along with the flexibility and support to keep evolving our CX operation.”
Pranay Poojari
Turning Real-Time Visibility into Better CX Decisions
Before Ozonetel, Wellness Forever had limited visibility into how calls were being handled. Without a real-time dashboard, supervisors had less insight into performance and how to optimise the operation throughout the day.
Ozonetel’s real-time dashboards and reporting changed that. Supervisors can now see what is happening across the contact center and use these insights to manage the workforce more effectively.
Reporting now gives Wellness Forever a real-time view of the operation, helping teams respond to changing demand.
Creating Workforce Agility for a Growing CX Operation
Wellness Forever’s workforce requirements are not static — the business has operated with more than 150 agents while adjusting manpower levels as demand changes.
Ozonetel provides a flexible CX environment where new agents can be onboarded and trained without unnecessary complexity. Its intuitive interface also makes it easier for agents — including pharmacists who may not be accustomed to working with dialers — to adapt to the workflow.
The result is a CX operation that can flex its people and processes as the business grows.
Overall Benefits & Impact
Ozonetel helped Wellness Forever cut call handling time by 50%, improve operational visibility and build a scalable CX foundation for its evolving business.
- 50% Faster Path to Resolution
- 150+ Agents Empowered to Scale with Demand
- 100% Operational Visibility Across the CX Ecosystem
