A New-age Fintech company responds to every new lead in 15 minutes or less

Industry: Fintech
Geography: India
Association Since: 2017

About ClearTax:

to take nearly 24 hrs to establish the first touchpoint. The primary reason behind this was lack of automation, poor dialing functionality, and manual Call Detail Record (CDR) management, whereas consequences being poor agent productivity and lesser conversion.

Challenge:

After testing numerous other solutions, it chose Ozonetel to power the customer experience because of its architectural flexibility and extensive experience in the cloud telephony industry.

With thousands of calls made and received every month at the company, Ozonetel equipped agents with smart dialers to get more time with live leads & prospects and less time managing CDRs. Faster revert to leads and prospects when the brand recall is fresh makes lead conversion easier and faster. It could not only thrive on the faster response time but also automated business critical events such as onboarding, payment reminders, renewals etc.

The Ozonetel Impact:

More than 3% of tax returns in India are filed via the fintech company’s website and mobile app. It is also used by CA firms, businesses, and enterprises across the country.

Without a dedicated calling solution, reaching out to leads, responding to inquiries, and documenting each call was getting difficult for the company. And the volume of leads was not helping either. Longer wait times and high abandonment rates started to affect the customer experience.

CTI Integration with LeadSquared:

Ozonetel’s integration with LeadSquared allowed agents to work within the LeadSquared CRM window to access all relevant information about the callers, including click-to-call functionality for faster outbound calls. The integration enabled:

  • Powerful auto dialing functionality
  • Click to call using lead Activity Stream
  • Click to call using the lead details page

Have Call Recordings in LeadSquared CRM using Ozonetel connector. This improvement in calling functionality helped the company attend the queries faster,  thereby increasing caller satisfaction. The integration also ensured the calls made through Ozonetel are passed back to LeadSquared CRM along with the call details and  recordings for future references.

Customer touchpoint reduced from 24hrs to 10 minutes:

You read it right. Earlier, the agents were spending a large chunk of productive time in  manual calls and CDR management. Whenever there was a sign-up, the team used to  take approximately 24 hrs to establish the first touchpoint. Similarly, the first communication to a marketing lead used to take 3-4 hours. Ozonetel-LeadSquared  integration helped the team automate the workflows with the first contact time frame  reducing to 10 minutes for customers and 15 minutes for marketing leads.

The integration empowered the company with greater control over service level and more conversions.

Thriving on Ozonetel’s powerful progressive dialing functionality, the company’s agents  could connect with more customers & leads, increasing conversion rates. No manual dialing resulted in improved agent productivity and more successful outbound campaigns.

Integration benefits at a glance:

Screen pop for personalized greeting

Outbound calls from the LeadSquared CRM page

Agents can click to call using Lead Activity Stream

Agents can click to call using Lead Details Page

Inbuilt Call Recordings in LeadSquared CRM using Ozonetel connector

Smart Campaigns with IVR ensured Zero Resource Wastage

The company conducts webinars, online sessions, and other activities to educate audiences on easy income tax filing, how to stay compliant with changing policies, and  more. These being a part of the marketing campaigns, it effectively promotes all upcoming webinars, training, and consultation sessions with smart IVR blasts. The IVRs  created by Ozonetel’s drag & drop interface guided thousands of customers and prospects on easy onboarding resulting in faster resolution of issues, increased inbound  leads, and improved customer experience. The team also used IVR blast to confirm  payments made by customers.

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Ozonetel has a rich set of features that comes to  their full potential with the right CTI integrations.  With LeadSquared, the two solutions just talk.

Sharath Bhandari

Sr. Manager-Business Process Management

About Ozonetel

 

Ozonetel offers an omnichannel contact center solution to help  fast-growing, customer-centric businesses build a better customer  experience. We provide one of the world’s most adaptable, flexible,  comprehensive contact center suites. But more importantly, we pride  ourselves on our helpful, personalized consultative approach to ensuring  every client can build efficient systems and a better customer experience.

Contact us at

sales@ozonetel.com | www.ozonetel.com

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