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.
- 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
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.
- 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.
“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.”