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.
Customer-centric IVR Reduces Abandon Rates by 58%
A self-service IVR further automated 35-40% of all incoming calls, reducing the need for agent intervention. Consequently, wait times decreased so significantly that abandon rates fell by 58%.
The IVR would also notify customers about technical issues in advance, preventing telephone line congestion. Voice blasters were also used for quarterly fund pay out and compliance-related announcements.
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%.
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
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
