1mg

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An Online Pharmacy Company Leveraged Cloud Call Center

1mg, 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 modeled as an online marketplace for pharmacies, allowing consumers to place orders with their nearest pharmacy store. 

Challenges

  • 1mg had to position agents for each communication channel – Email, Chat and call, thus leading to sub-optimal agent performance.
  • The existing CRM was limited and 1mg 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

A single platform to monitor all business communications has eased the tracking & monitoring process while simultaneously improving the call center’s performance.


“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

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