Challenges
Tata 1mg aimed to streamline interactions and boost sales but faced fragmented data, siloed touchpoints, and manual workflows-limiting visibility into customer needs and agent performance, impacting conversions & CX.
With Ozonetel, they centralized campaign management, automated QA, activated AI-led VoC, and improved workflow coordination, enhancing team performance, conversion rates, and overall service quality.
Solution
Results
Tata 1mg achieved 2X higher conversions, 15% business growth, improved agent utilization, optimized campaign execution, and ensured secure data management with deeper customer insights.
Feature: Voice of Customer | AI Quality Audit| Smart IVR | Omnichannel+
How to Enable Scalable, Secure, and Seamless Customer Experience?
Tata 1mg aimed to efficiently manage customer communications and streamline CX operations to support its rapid expansion. The company sought to ensure reliable, uninterrupted interactions while optimizing engagement across multiple touchpoints to enhance the overall customer experience. However, manual workflows, fragmented data, and unsecured information sharing hindered inside sales and workforce efficiency. Inconsistent campaign execution further affected engagement and conversions.
There was also a growing need for real-time visibility into customer sentiment and agent performance to drive continuous improvement & deliver high quality experiences. These inefficiencies, coupled with service disruptions, threatened customer trust & loyalty. To address this, they sought a solution to centralize data operations, gain a 360-degree view of customer journeys, and improve conversion rates while ensuring security and scalability.
Turning Conversations into Strategy with Voice of Customer
Tata 1mg adopted Ozonetel’s AI-led Voice of Customer (VoC) platform to move beyond manual processes and traditional surveys. By analyzing customer conversations in real time, the solution identified key sentiment drivers, product pain points, and reasons for non-conversion. Pricing dissatisfaction, stockouts, and delivery delays emerged as the top blockers—accounting for 65% of drop-offs. Armed with this intelligence, teams optimized discount strategies, improved inventory for high-demand SKUs, and implemented proactive follow-ups. Custom dashboards ensured sales, marketing, and CX leaders got actionable insights tailored to their goals. The platform also surfaced product confusion, dosage concerns, and side-effect fears—enabling better messaging and support. With AI-engineered SWOT analysis, Tata 1mg refined product positioning and improved conversion rates, aligning closer to customer needs.
Transforming Agent Performance with Automated Quality Audits
Manual quality checks previously limited Tata 1mg’s ability to track agent performance at scale. By implementing Ozonetel’s Automated Quality Audit, the company now evaluates 100% of agent conversations against defined QA parameters. This shift enabled real-time insights into adherence, tone, and script accuracy—eliminating bias and identifying both top performers and agents who needed coaching.
Ozonetel’s AI-powered Quality Audit solution is transforming compliance monitoring and operational accuracy. By analyzing calls, the system accurately identified 73% of Adverse Events (AEs), ensuring critical health-related information wasn’t missed—even in regional or non-English conversations. Key benefits included real-time transcription, effective AE detection, and automated reporting that reduced manual effort and improved reporting accuracy. Furthermore, categorized patient queries enhanced ACE report compilation and process improvement. Personalized feedback loops and curated coaching plans led to a 40% jump in agent productivity and a 45% reduction in resolution time. With faster resolutions and better-trained agents, Tata 1mg achieved a 60% increase in customer retention and a 50% boost in First Call Resolution (FCR).
Creating Frictionless CX with the ACE Framework
To streamline customer support and close service gaps, Tata 1mg implemented the ACE framework—categorizing every interaction as an Assistance, Complaint, or Enquiry. This structured system routed complaints to operations teams, enabling improvements in delivery and product packaging. Assistance cases were used by product teams to enhance features and self-service flows, while enquiry data uncovered content gaps and refined messaging across platforms. The framework helped reduce repeat queries, improve satisfaction, and deliver faster resolutions. Most notably, Tata 1mg’s Aided Order Rate—a key CX metric—was reduced by nearly 50%, reflecting significant improvement in customer understanding and support experiences.
Ensuring Business Continuity & Seamless CX Operations
Tata 1mg faced frequent system disruptions that impacted operations and eroded customer trust. Unexpected telecom disconnections and manual CX management led to inefficiencies, making it difficult to handle high volume of conversations across voice & digital channels. With Ozonetel’s robust and scalable oneCXi platform, Tata 1mg ensured business continuity by minimizing outages and improving service reliability. Additionally, they automated repeat queries with a self-service IVR, reducing repetitive inquiries by 30%. This allowed Tata 1mg to focus on its core business while delivering consistent, high-quality customer interactions—driving a 15% improvement in CSAT.
Boosting Sales Efficiency with Actionable Insights
Previously, Tata 1mg faced challenges in collecting and analyzing customer interaction data from multiple business partners limiting insights into sales performance and workforce optimization. Ozonetel solved the issue by providing a single set of APIs to extract data allowing their business intelligence team to generate comprehensive reports and gain valuable insights into operations. For instance, customer communications data helped improve inside sales by optimizing lead engagement and boosting conversion.
Ozonetel’s reports also aided in workforce planning by identifying peak and off-peak times for customer connections. Also, Tata 1mg was able to identify lead segments that were not yielding significant results in terms of conversion and remove them from its inside sales campaigns. As a result, it achieved a 100% improvement in conversions.
Empowering Agile & Data-driven Campaign Management
Earlier, Tata 1mg relied on third-party vendors for campaign creation, causing delays in decision-making, high operational costs, and limited flexibility across verticals. With Ozonetel’s unified oneCXi platform, Tata 1mg centralized campaign management, gaining insights into real-time engagement, lead performance, and agent efficiency.
This allowed them to independently create, launch, monitor, and adjust campaigns for diagnostics, pharmacy, and patient support—eliminating dependence on external partners. A 360-degree view of customer interactions enabled precise targeting, improving engagement and overall campaign effectiveness.
Optimizing Inside Sales & Driving Business Growth
Earlier, Tata 1mg had limited control over dialer operations, while fragmented data and manual processes reduced agent efficiency and slowed sales growth. With Ozonetel’s CCaaS, they automated dialing, streamlined outreach, and leveraged a real-time data dashboard, providing instant access to customer insights for smarter lead prioritization and workforce allocation. Ozonetel’s analytics identified peak times and underperforming segments, refining strategies for higher conversions.
Earlier, Tata 1mg had limited control over dialer operations, while fragmented data and manual processes reduced agent efficiency and slowed sales growth. With Ozonetel’s CCaaS, they automated dialing, streamlined outreach, and leveraged a real-time data dashboard, providing instant access to customer insights for smarter lead prioritization and workforce allocation. Ozonetel’s analytics identified peak times and underperforming segments, refining strategies for higher conversions.
Benefits & Overall Impact
With Ozonetel’s oneCXi platform, Tata 1mg streamlined customer interactions, improved campaign effectiveness, and secured data management. As a result, they achieved higher conversions, uninterrupted CX operations, and sustained business growth.
- 2X Higher Lead Conversion
- 60% Increase in Customer Retention
- 15% Higher Business Growth
- 45% Reduction in Resolution Time
- 30% Query Automation
- 15% Higher CSAT
