How to Streamline Sales and Service Operations for Greater Efficiency?

Enterprise Capital is known for providing highly personalized solutions to their customers and ensuring round the-clock availability. With significant investments already made in telecommunications, they sought a customer experience (CX) solution to consolidate their existing infrastructure. The goal was to centralize their sales and service operations, enabling seamless collaboration and eliminating geographical barriers. By achieving a unified view of customer interactions, they aimed to automate lead flow, ensure data privacy, and deliver high-quality, swift customer service.

Automating Lead Flow for Increased Efficiency and Conversions

Previously, leads were created manually, requiring agents to enter and track information, which was time consuming andpronetoerrors. Enterprise Capital sought to enhance lead management capabilities and improve sales process efficiency. Through a robust integration of the oneCXi dialer with Zoho CRM, leads were automatically populated within the CRM and were seamlessly accessible directly from the oneCXi dialer. This integration automated call handling and tracking, increasing efficiency by managing large volumes of calls. It streamlined the lead management process, enabling agents to access and manage leads more effectively. The automated lead flow boosted conversion rates by 15% and reduced handling times, resulting in faster deal closures and improved overall efficiency.

Ensuring Privacy and Delivering Superior Service to Enhance CSAT

Enterprise Capital aimed to ensure customer service availability, maintain customer privacy, and boost customer satisfaction. With oneCXi, customers could reach their relationship managers, and calls were automatically redirected to the agents’ mobile devices, ensuring seamless communication while masking personal phone numbers. The oneCXi-CRM integration facilitated automatic case or ticket creation based on the nature of the inquiry. By centralizing their operations, agents efficiently responded to prospects or customers directly from their mobile devices, regardless of their location or the time of day. This approach not only enhanced privacy but also ensured quick resolution, achieving a CSAT score of over 75%.

Boosting Agent Efficiency with Automated Tracking and Insights

With oneCXi, the system tracked both incoming and outgoing conversations, automatically logging them into Zoho CRM. This integration simplified tracking, note-taking, and follow-up, providing a centralized view for analyzing insights. By offering real-time monitoring and comprehensive reports, oneCXi helped Enterprise Capital enhancevisibility into teamperformanceandreducedafter-conversationwork.Thisstreamlinedapproach boosted agent productivity by 25% and facilitated better analysis of customer interactions and more informed decision-making.

Strengthening Existing Infrastructure, Ensuring High Uptimes with oneCXi

Enterprise Capital had already made significant CAPEX investments in telecommunications and needed a CX solution that would enhance their existing infrastructure. oneCXi’s robust platform provided an upgrade with network redundancies, ensuring high uptime and effective management of call volumes. Moreover, oneCXi also enabled advanced front-end features such as IVR, skill-based routing, mobile call forwarding, and detailed reports and analytics. This approach allowed Enterprise Capital to maintain their existing telecom provider on the back end while enhancing their customer experience capabilities.