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Case Studies

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Case Study - 1

TRANSITION APPROACH - TELECOM SERVICE PROVIDER

SITUATION

  • The client wanted an experienced Service Partner to cater to their Customers & Dealers in KK & AP​

  • Delivery center to be in Tier-2 City​

  • Cater to Multilingual Customers​

  • 3 LOBs: Prepaid, TV, RHL & Postpaid​

SOLUTION

  • GRBPO set up the center in Flat 21 days from LOI​

  • Established center @ Mysore​

  • We catered to languages like English, Hindi, Kannada & Telugu​

  • Catering to all 3 LOBs of the Client Prepaid, TV/DHL & Postpaid​

  • Hosted CISCO IPCC Set up a model​

BENEFIT

  • Low Cost OSCC Model​

  • Catering to 2 Circles from  1 location​

  • Stable & Experienced Service Partner having Domain Expertise​

  • Successful relationship for lasted 5yrs​

Case Study - 2

TRANSITION APPROACH - E-COMMERCE​

SITUATION

  • Client wanted a strategic partner to support their PAN INDIA customer and venture into ​Omni-Channel customer support​

  • Delivery center proximity to their HQ​

  • Cater to Multilingual Customers​

  • 2 LOBs of Online and Brick & Mortar Stores​

SOLUTION

  • GRBPO: Hired 100 FTEs in 2 months​

  • Technology: Implemented Intelligent IVR, S/W Integration, Click to Call POC on CHAT BOTs for their online stores In-progress​

  • Established center @ Diamond Dist SEZ​

  •  We catered to languages like English, Hindi, & Regional​

  • Catering to all 2 LOBs of the Client​

  • Non-Hosted Model deployed In-house telephony Systems​

BENEFIT

  • Reduction of customer calling CC by 6%, further reduction expected post implementation of CHAT BOT'S​

  • Catering to 2 LOB's​

  • Stable & Experienced Service Partner having Domain Expertise​

  • Successful relationship​

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Case Study - 3

TRANSITION APPROACH - SHIP CHANDLERS

SITUATION

  • Client wanted a partner in INDIA​

  • Client wanted to consolidate their backend operations​

  • Experienced vendor in back-office​

SOLUTION

  • GRBPO: Process transition from 2 countries​

  • GRBPO: Hired experienced agents from Procurement domain expertise​

  • Established centre ​@Diamond Dist.​

  • We cater to customers from multi-location across the world​

BENEFIT

  • Cost saving to the client by USD $20,000/Monthly​

  • Consolidation benefits to monitor and control process​

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Case Study - 4

E-COMMERCE- LIFESTYLE

REQUIREDMENTS

  • Live Call Flow and agent monitoring along with SLA​

  • TPT- OMNI Channel CRM integration ​

  • Cloud based Click2Call for clients OMNI CHANNEL CRM ​

  • Chat BOTS​

  • Remotely audit live calls​

FEATURES

  • GRBPO: Process transition from 2 countries​

  • GRBPO: Hired experienced agents from Procurement domain expertise​

  • Established centre ​@Diamond Dist.​

  • We cater to customers from multi-location across the world​

BENEFIT

  • Cost saving to the client by USD $20,000/Monthly​

  • Consolidation benefits to monitor and control process​

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Case Study - 5

REAL ESTATE

REQUIREMENTS

  • Human less lead flow management and multi channel customer contact​

FEATURES

  • GR intelligence

  • Integration with TPT

  • Leadsquare - Lead Management

  • Knowlarity - Outbound IVR

  • ​Kaylera - SMS​

BENEFIT

  • Reduction in manpower for managing data ​

  • Higher contact ratio to customer ​and for and on different platforms conversion​

  • Realtime process​

  • Improvement in accuracy of data​

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Case Study - 6

E-COMMERCE - TICKET BOOKING PLATFORM

REQUIREDMENTS

  • Manage high call volumes and spike in calls​

FEATURES

  • IntelliVR

  • Misscall to outbound

  • CSAT IVR

BENEFIT

  • Intelligent IVR enables to handle customers within the IVR with or without Agents.​​

  • High Call volumes are managed with same number of Agents.​​

  • Improvement in accuracy of data.​

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Case Study - 7

INTELLIGENT​ BOTS​ RPA CAPABILITIES

REQUIREDMENTS

  • Every call attempts details to be commented in clients CRM

FEATURES

  • Intelligent BOT integrated with Voice Platform:​

  • In-house developed

BENEFIT

  • 100% contact center performance tracked in clients CRM​​​

  • No manpower for manual work of commenting in clients CRM​​

  • Runs 24/7 unattended​

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Case Study - 8

INTELLIGENT​ BOTS​ RPA CAPABILITIES

REQUIREDMENTS

  • Collect Customer name and phone number from client CRM​​

  • Scrub it against NDNC database​​

  • Push it to dialer for outbound calling.​

FEATURES

  • Intelligent BOT integrated with Voice Platform​

  • In-house developed

BENEFIT

  • No manpower needed for manual information extraction from client CRM​​

  • No manpower needed to Scrub the data​​

  • No manpower needed for activating data on Dialer​​

  • Runs 24*7 unattended

Case Study - 9

E-COMMERCE - CHAT & VOICE BOTS RPA CAPABILITIES

REQUIREDMENTS

  • BOT to be used for taking customer support calls ​

  • BOT to be used to take restaurant orders from tables directly​

FEATURES

  • Voice BOT 

  • Voice APP -[In POC stage]

BENEFIT

  • Reduce manpower​​

  • Manage spikes in call volumes​​

  • Reduce waiting in queue for ordering

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Case Study - 10

E-COMMERCE - CHAT & VOICE BOTS RPA CAPABILITIES

REQUIREDMENTS

  • Enable channel based on FAQ

FEATURES

  • Chat BOT integrated with Voice Platform [To be launched soon]​

BENEFIT

  • Expand customer reach ​

  • Lower inbound call volumes

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Case Study - 11

TELE MEDICINE PLATFORM​

FEATURES

  • Solution Deployed on Cloud​​

  • Self Registration of Patients and Doctors Across the World​​

  • Appointment Booking, Modification, and Cancellation by Patients​​

  • Video & Audio Services along with Prescription & Diagnostics Capturing​​

  • Payment Gateway integrations​​

  • Doctor Availability Settings​

BENEFIT

  • 24x7 Availability for all users​​

  • Doctors & Patients see their appointments in their local time zone​​

  • Consultation with Doctors across the world based on country, specialization, and language of preference​​​

  • Can integrate with CRM, Campaign, Helpdesk, and other IT systems​

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Case Study - 12

MARKETING CAMPAIGN PALTFROM

FEATURES

  • Clients Organization (Retail Stores, Area, Zone ) mapping​​

  • Campaign Upload for outbound Click2Call by Executive in the Store​​

  • Capture interaction details (conversion, appointment, etc..)​​

  • Reports – Store/Area/Region Wise​​

  • Skill-based Lead allocation to Executives to Call​

BENEFIT

  • 24x7 Availability for all users​​

  • Platform as a Service​​

  • Anytime Campaign upload, start & stop by Admin​​

  • Realtime Monitoring of Campaign by Store Managers, Area Managers & Admin​​​

  • Realtime Download of Reports, Voice Records​

  • Dynamically Provision Users​

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Case Study - 13

E-COMMERCE - ACCELERATORS

PROBLEM STATEMENT

  • Productivity Improvement- Scaling of Advisors' performance, Compliance matrix parameters, Login adherence, shrinkage matrix maintenance, and quality parameters marking were considered to be a challenge​​

  •  Dynamic Reporting System- Central storage for the qualitative data was the biggest challenge faced which had to be represented through an agile reporting system.​​

  • Future Reference Docs- the need for SOP and call scripts was understood for future references in a documented format.​

ACCELERATORS

  • CRM Integration- Understanding the problem based on qualitative reporting system Amazon Internal CRM implementation was done through which the usage of google sheets was cut down and also resulted in a better tracking mechanism of advisors. Today CRM stands as central storage for data and it can be presented in a dynamic format​​​

  • Innovation Strategies Implementation- apart from client expectations delivering innovative measures with quality improvement was the source understood to maintain better client relationships henceforth CRM implementation, drives to access SOP, and call recordings was been implemented.

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