Shaadi.com

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Leveraged Cloud Call Center To Improve Customer Service

Shaadi.com, the world’s oldest and most successful matchmaking service, has been trusted since 1996 by people all over the world.

Challenges

  • No way of tracking the lead outreach by the Shaadi rep in the local centers
  • The Shaadi.com head office had no visibility of how the leads were being handled.
  • They also wanted to enable outbound calling through the CRM system

Solution

Ozonetel deployed a pure cloud-based call center where-in:

  • Each Shaadi center was allocated one number from the nearest data center.
  • API integration with CRM, which enabled the agents to log into the CRM system and make direct calls to the leads/customers.

Result

  • This has brought in 25% efficiency in handling the leads
  • No capital expenditure in technology and a team to manage the technology solution
  • The integration of cloud telephony was seamless as it was within the Shaadi CRM thus enabling easy adoption and usage pan-India across 350 agents.

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“We rely implicitly on Ozonetel for managing our leads and ensuring that our members have a seamless experience as they reach out to us from our TV campaigns.”
Hari Menon
Co-founder, Shaadi(dot)com

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