How Ozonetel helps track and improve service delivery

Learn how a reputed Water Purifier brand used our cloud communication solution to shrink its service delivery turnaround times.

Challenge
  • Can we enable direct communication between service engineers and customers without sharing personal numbers?
  • Can we ensure that Service Engineers answer customer calls?
  • Can we create measures to mitigate engineers from entering into side deals with customers?
Solution
  • Virtual number mapping enabled direct communication between customers and engineers while keeping personal numbers masked.
  • Enabled monitored conversations between service engineers and customers.
Result
  • Ensured 72 hour turnaround times for all complaints.