Challenges
SABOO RKS wanted to optimize sales, improve services and put
in place quality control measures. They faced call connectivity issues, poor IVR functionality, and delay in following up with leads
Ozonetel’s unified CX platform
ensured seamless connectivity across sales, services, and quality
control. With effortless CRM
integration, they boosted agent
productivity, minimized response
times, and optimized sales.
Solution
Results
SABOO RKS provided their
customers with seamless connectivity and quick resolutions. They saw a 50% uptick in conversations, 45% increase in sales, and a 33% reduction in Average Handle Time (AHT).
About SABOO RKS Group
SABOO RKS is a leading automobile dealer in Hyderabad. Over the last four decades, they have been driving growth in the domains of automobile sales and service. To date, they have sold over 1,00,000 Maruti Suzuki cars and serviced over 10,00,000 cars. With an excellent track record for impeccable service quality and high customer satisfaction, they aim to continuously reinvent itself to meet the evolving needs of customers.
How to Increase Sales, Improve Services & Ensure Quality Control?
SABOO RKS, being in a highly competitive automobile segment, aimed to enhance sales, improve services, and provide better experiences to ensure business growth. SABOO RKS wanted a CX platform that could effectively address call connectivity issues, boost agent productivity, minimize response times, and boost conversions. This would help them stand out from their competitors and provide a better experience to their customers, thereby
building customer loyalty and increasing customer retention
Ensuring Seamless Connectivity with a Robust CCaaS Solution
SABOO RKS faced call connectivity issues with their previous CCaaS solution provider. Frequent disconnections happened due to weak call center infrastructure. Incoming calls faced major lags due to poor IVR functionality, resulting in delayed responses and customers dropping off in frustration. Call quality consistently fell short, affecting customers’ ability to understand what was being conveyed. This translated into a poor experience for customers.
To address these challenges, SABOO RKS implemented Ozonetel robust CCaaS Solution. The robust solution ensured seamless connectivity and accurately route calls to the relevant departments – sales, services & quality control. The smart IVR system contributed to a 50% increase in conversations, resulting in improved business opportunities being created. The call quality also improved significantly, resulting in clear and effective customer conversations. On the service side, their AHT decreased from 3 minutes to less than 2 minutes, an improvement of 33%
Improving Lead Conversion Rate with Dialer-CRM integration
SABOO RKS had leads coming in from multiple sources and it was a challenge to identify sources and reach out to them in minimal time. It took nearly 2 to 3 hours to follow up with leads post their inquiry or interest. This was a major concern as it resulted in significant number of lead dropouts from the sales cycle.
To address these issues, SABOO RKS leveraged deep dialer-CRM integration (Ozonetel & Zoho) which eliminated the need for manual data entry and reduced the risk of errors. The integration has maximized the number of conversations an individual agent or sales team can have each day. The company can now reach out to prospects and customers in less than 30 minutes (compared to 2 to 3 hours earlier).
The integration also enabled SABOO RKS to engage in 50% more conversations and increase
conversions by nearly 45% over the last three months.
40%
IMPACT: 40% of queries
solved without agent
intervention
58%
IMPACT: 58% lower call
abandonment due to
reduction in wait times
40%
IMPACT: The contact
center’s agent attrition
rate is one-fourth of the
industry average.
With Ozonetel’s robust offerings, we’ve achieved seamless call connectivity, minimized response times, and significantly enhanced agent productivity. This has resulted in 50% increase in car bookings, efficient support & improved service quality for customers.”
Satheesh Reddy,
Features: Auto Dialer | Smart IVR | Click to Call | Call Monitoring
Boosting Agent Productivity with Click to Call & Performance Evaluations
SABOO RKS has a dedicated team of 30 tele-agents focused on sales opportunities. One of the initial challenges they faced was to track the number of conversations and evaluate the quality of conversations. Moreover, the reporting format provided by their previous service provider
was not user-friendly and lacked customization options. Additionally, the click-to-call functionality faced significant issues, requiring agents to toggle between multiple screens, which negatively impacted AHT. With Ozonetel, they can track the number of conversations, measure conversions, and analyze agent performance with advanced reporting. Post Ozonetel-Zoho integration, the click-to-call feature has become seamless. Agents can now initiate calls from their contact list without having to switch screens. This resulted in a 100% improvement in agent productivity.
Ensuring Quality Control with Continuous Feedback
SABOO RKS also wanted to put in place a feedback collection mechanism to understand what their customers feel about them. For this purpose, they established a Quality Control (QC) team that collects feedback on the car buying experience, test drive booking, and after service by
calling customers and understanding their satisfaction levels. Post Ozonetel implementation, the QC team is able to meet their targets by taking feedback from customers who have bought the cars or had their cars serviced. The conversation time has increased by 2X from 1.5 minutes to 3 minutes, which means more and quality conversations with customers to get detailed feedback and response post buying the car or taking service
Benefits & Overall Impact
With Ozonetel, SABOO RKS has seen a significant increase
in sales, and their services have improved dramatically.
Customers have reported better experiences with the
company, and this has led to increased customer loyalty.
SABOO RKS has consolidated its position in the market
compared to its competition and is well poised for
continued growth in the future.
- 45% increase in bookings
- 33% reduction in AHT
- 100% improvement in
agent productivity - 50% uptick in conversations
- 75% decrease in lead response time
