Challenges
HDB Financials wanted to
streamline lead management,
enhance customer support and
improve sales and service
efficiency while making user
journeys effortless.
Using the Ozonetel CX Platform, they optimized customer service operations, accelerated lead response times, while providing agents a 360 degree view of the customer journey.
Solution
Results
The NBFC automated 70% of customer queries, reduced TAT by 5%, and achieved a First Call Resolution rate of 90%, thereby enhancing operational efficiency and customer satisfaction.
About HDB Financial Services
HDB Financial Services, one of the largest players in retail finance, caters to the growing needs of an aspirational India, serving individuals as well as MSMEs. The NBFC primarily focuses on providing vehicle, small business, personal and gold, CV/CE and tractor loans and loans against property. HDBFS holds AAA ratings from both CARE and CRISIL for its long-term debt and bank facilities and an A1+ rating for its short-term debt & commercial papers affirming its exceptional financial stability and creditworthiness.
Achieving a 360-Degree Customer View for Improved Sales and Support Efficiency
As a customer-centric company, HDB Financials wanted to enhance service delivery, streamline lead management, and elevate sales efficiency. For customer support, they relied on a basic ticketing system where all customer complaints and queries were logged manually. Since SLAs were confined to a ticketing tool, they also lacked visibility into SLA performance metrics, which hindered their ability to effectively monitor and meet service commitments consistently. Additionally, they wanted to gain a holistic view of the customer’s journey and effectively manage relationships across all touchpoints, covering both sales and support.
Ensuring Business Continuity & Automating Support with a Self-Service IVR
As part of their implementation strategy, HDB Financials prioritized ensuring high uptime, disaster recovery, and resilience. They leveraged Ozonetel’s robust CCaaS solution to enhance their ability to maintain consistent service availability, even during unexpected disruptions or emergencies. Additionally, they implemented a self-service IVR system to automate common customer queries related to insurance, overdue payments, new loan inquiries, and email ID change requests.
As a result, HDB Financials automated 70% of their total queries in just one month. This feature not only improved customer convenience but also freed up agents to handle more complex issues. Moreover, adoption of cloud for CTI and CRM provided much needed scalability in line with business growth and high-volume cycles.
Streamlining Lead Management for Improved Efficiency
Earlier, they used a CRM application specifically for certain business verticals, and the entire lead creation and management process was conducted manually through Excel or email communication. With the implementation of an enterprise CRM, they were able to track leads generated both within the system and by any downstream systems. This provided their agents with a comprehensive view of lead generation, stages, conversion, and disbursement. Lead creation was also enabled for the customer support team.
The robust integration of the CRM’s campaign and lead management module with the Ozonetel dialer significantly enhanced operational efficiency. Agents accessed detailed event information on the Ozonetel toolbar, enabling more effective responses to customer interactions. API automated real-time lead movement between accounts and campaigns based on dispositions, minimizing manual work. This reduced Turnaround Time (TAT) by 5%, creating more business opportunities
Robust CRM Integration Driving Higher CSAT and Agent Productivity
Previously, their case management and ticketing tools operated separately, creating data silos and a lack of holistic insights into customer interactions. This forced agents to spend valuable time gathering information from disparate systems, leading to longer resolution times.
By integrating the enterprise CRM’s case management and ticketing module with Ozonetel CCaaS, they improved call handling, tracking, and follow-up, as well as the option to communicate via SMS. Post-interaction, call summaries were auto-pushed to the CRM for insights and future reference.
Additionally, automatic case or ticket creation based on inquiry nature and auto-updating existing tickets led to a 90% first call resolution rate despite high volumes. Access to multiple APIs, complete customer profiles, and transaction histories improved efficiency by 10%. These measures led to higher customer satisfaction, ensuring every interaction was seamless, well-informed, and efficient.
Enabling Efficient Cross-Selling to Boost Conversions
They also implemented a ‘Multi Cross-Sell’ feature, which enabled real-time transfer of leads across multiple HDBFS products. When a cross-sell opportunity arose during customer assistance, leads were seamlessly transferred from one product to another. In multi-cross-sell scenarios, leads interested in additional product campaigns were easily identified and targeted. With improved efficiency, they could now have around 2 lakh conversations daily with prospects, pitching various products such as Personal Loans, Auto Loans, Gold Loans, Commercial Vehicle Loans, and Two-Wheeler Loans. With this feature, agents could quickly identify customer intent and accordingly recommend the right products, thereby improving the overall conversion rate through this channel.
Benefits & Overall Impact
With Ozonetel CX platform, Wakefit was able to streamline their customer
experience, increase customer engagement and improve interactions at
every step of the customer journey. As a result, Wakefit could see a notable impact on customer experience, faster resolution timelines and optimized operational costs.
- 5X Improvement in FCR
- 10% Reduction in Delivery Failure
- 5% Reduction in Product Return Rate
- 25% Decrease in Resolution Time
- 25% Reduction in Operational Costs
