Leveraged cloud call center to improve customer service

Shaadi.com, the world's oldest and most successful matchmaking service, has been trusted since 1996 by people all over the world  .
  • No way of tracking the lead outreach by the Shaadi rep in the local centres
  • The Shaadi.com head office had no visibility of how the leads were being handled.
  • They also wanted to enable outbound calling through the CRM system
  • Ozonetel deployed a pure cloud based call center where-in
  • Each Shaadi centre was allocated one number from the nearest data centre.
  • API integration with CRM , which enabled the agents to log into the CRM system and make direct calls to the leads/customers.
  • This has brought in 25% efficiency in handling the leads
  • No capital expenditure in technology and a team to manage the technology solution
  • Integration of cloud telephony was seamless as it was within the Shaadi CRM thus enabling easy adoption and usage pan-inda across 350 gents
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“We rely implicitly on Ozonetel for managing our leads and ensuring that our members have a seamless experience as they reach out to us from our TV campaigns.”
Hari Menon, Co-founder, Shaadi(dot)com