Challenges
A leading NBFC wanted to intelligently leverage technology and automation to optimize sales and accelerate responsiveness at every step of the customer journey.
With Ozonetel’s unified CX platform, they could automate and streamline multiple touchpoints, prioritize and reduce conversion times, improve sales, and transform the customer experience.
Solution
Results
The NBFC significantly reduced lead response times, resulting in a 3X increase in conversions. Additionally, they automated 50% of queries and reduced after-call work by almost 75%.
About the Company
Our client, a leading Non-Banking Finance Company in India, provides a tailored suite of transparent, quick, and hassle-free loan offerings and insurance services. Their financial solutions prioritize speed, transparency, and ease of access, reflecting a dedication to innovation and customer-centricity in their pursuit of business excellence and setting new standards.
Can We Holistically Improve the Customer Experience?
The NBFC maintains a steady awareness of their customers’ opinions and attitudes through Net Promoter Score (NPS) surveys at every phase be it onboarding, service, or exit.
This holistic view of their customer experience helped them recognize the need to optimize and improve multiple touchpoints by leveraging technology and automation. The NBFC wanted to drive business growth by enhancing sales and delivering more efficient & customer-friendly services.
They leveraged Ozonetel’s Unified CX platform to automate sales calls to leads and accelerate the responsiveness of their customer service, reduce agent workloads, create stellar self-service, and streamline the monitoring of agent activity across geographical locations. Our collaboration resulted in the NBFC winning the CX Award for Best Contact Center of the Year in August last year.
Streamlining Lead Conversions & Boosting Sales
Earlier, the NBFC had to manually update digital leads into their dialers, causing a gap of 12-24 hours between a prospect’s web inquiry and receiving a call. This directly affected conversions. They later automated the process, but there was still a connectivity lag of 2 hours. To solve this, they automated lead calling with a deep CRM-dialer (LSQ-Ozonetel) integration. Calls now get pushed into the dialer instantly — every single digital lead receives a call within 15 minutes. Auto-callbacks for after-office hours were also implemented. This increased conversion rates from 3-4% to 10% (3X increase), a notable improvement in BFSI.
Accelerating Customer Service Responsiveness with an Omnichannel Approach
They implemented an intelligent multi-level, multi-lingual IVR system that now automates 50% of their inbound queries including requests for statements of accounts, welcome letters, payment rescheduling, and other simple inquiries.
Whenever a customer places a service request through the IVR, the system sends a WhatsApp notification to the customer’s registered mobile number. This allows customers to receive real-time updates on the status of their service requests, encouraging them to use the IVR for basic requests. This further boosts satisfaction and saves agents’ bandwidth for complex queries.
Monitoring Call Quality and Capturing the Pulse of the Customer
The NBFC tracks the end-to-end activity of agents in real-time through a single unified dashboard, monitoring their teams in Pune, Kolkata, Chennai, and Bengaluru. Active Directory integrations have helped them streamline access to leads and automate user management. Furthermore, they conduct daily NPS surveys through automated calls in order to sense the pulse of the customer at every stage of their journey, including onboarding, service, and exit. Through their sustained efforts, they achieved a remarkable 65% increase in NPS score, rising from 40 to 67.
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.
Boosting Agent Productivity & Prioritizing High-Intent Leads
By implementing auto call disposition, the NBFC was able to eliminate the need for agents to handle call dispositions in multiple systems. As a result, manual work decreased, and the time taken to wrap up after call work reduced by 75% from 2 minutes to just 32 seconds. Reduced agent workloads helped the company optimize their team’s efficiency and they now complete 10 lakh sales calls every month.
Additionally, the sales team leveraged Ozonetel dialers to implement personalized voice blast campaigns that help them identify high-intent leads and automatically connect them with agents. These campaigns improved agent efficiency by 5X and tripled conversion rates, leading to an average of 10% conversion on these campaigns.
Benefits & Overall Impact
With a unified full-stack CX platform, the NBFC effectively manages multiple touchpoints across the customer journey, thereby increasing satisfaction, loyalty, and business growth.
- 3X increase in conversions
- 50% of queries resolved through automation
- 65% increase in Net Promoter Score
- 75% reduction in After Call Work
- 5X improvement in agent efficiency
