Reimagining CX to Drive Acquisition, Activation & Cross-Sell at Scale 

To accelerate digital acquisitions and improve activation rate, HDFC Securities set out to reimagine its customer engagement strategy. The goal was to enhance lead connectivity, reduce drop-offs during onboarding, and drive timely cross-sell—all while boosting agent efficiency. However, the team faced fragmented systems, manual processes, and limited visibility into customer behavior. 
Connectivity rates hovered around 35–40%, agents spent excessive time on after-call work, and manual QA processes hindered scalability. Agents spent over 2 hours daily on after-call work (ACW), significantly limiting their availability and productivity. 
Addressing these challenges required a future-ready CX automation strategy that blended technology with personalization to ensure consistency, scalability, and measurable business impact. 

Higher Engagement with Intelligent, Behavior-Led Campaigns 

HDFC Securities transitioned from a preview dialer setup to Ozonetel’s progressive dialer, significantly enhancing outreach speed and connectivity using our dynamic and mobile DIDs. To boost engagement, they built multiple campaign workflows tailored to customer behavior patterns and previous attempt histories. As a result, contact ratios rose significantly, reaching up to 75%, and prospects moved more efficiently through the acquisition funnel. 

Automated Campaign Prioritization for Timely Follow-Ups 

To further optimize campaign efficiency, HDFC Securities implemented automated prioritization based on customer preferences. For example, when a customer requested a callback at a specific time, such as 2 PM, that request was automatically moved to the top of the call queue. This automation ensured timely, personalized interactions and helped agents focus on high-value leads. 
Earlier Manual dialing processes disconnected data sources, and a lack of campaign automation slowed down outreach and reduced lead conversion efficiency. To tackle this Automated retry mechanisms were introduced to respond dynamically to customer engagement signals—raising follow-up attempts per lead from 2–3 to 6–7. These systematic, behavior-driven follow-ups led to reduced drop-offs and more conversions during the digital acquisition journey. 

Seamless Integration for Agent Productivity & Customer Visibility 

A robust integration between their CRM and Ozonetel CCaaS enabled automatic call dispositions—particularly for unanswered calls. This initiative helped reduce after-call work from 2 hours to just 30 minutes per agent, freeing up bandwidth to handle prospects more effectively. 

This integration also empowered agents with a real-time 360-degree view of customer journeys, enriched by behavioral signals captured via an engagement platform. With improved visibility and automated workflows, agents were able to focus on high-impact conversations, deliver timely follow-ups, and increase their daily talk time from under 1 hour to 2.5 hours—indicating more meaningful and productive interactions. 

Assisted Journey Funnels with Behavioral Nudges 

Customer drop-offs during digital journeys (especially during account opening) remained high due to limited real-time intervention mechanisms in place.  To reduce drop-offs during digital onboarding, a 30-minute self-service window was introduced post-lead submission. Prospects received timely nudges via SMS, WhatsApp, and email.  

If journeys remained incomplete, live agents stepped in to guide the user through activation. They further launched specialized campaigns ensuring systematic and timely follow-ups and improving the chances of conversion. This hybrid approach ensured fewer drop-offs and better transition from interest to account opening. 

Seamless Cross-Sell Enablement Through Contextual Conversations

Agents were trained to identify customer intent and transition naturally into relevant product pitches—such as mutual funds, insurance, or other third-party offerings—within ongoing account-related discussions. With a holistic view of customer behavior and interests, cross-sell opportunities were timely, contextual, and personalized. This not only improved conversion rates but also enhanced the customer experience by eliminating the need for separate or disconnected sales interactions.