Case Studies

Cochin University

Educational Sector

CUSAT is a world-ranking university with the specific purpose of developing higher education, emphasizing post-graduate studies and research in applied science, technology, industry, humanities, and commerce. CUSAT has consecutively been figured in the Times Higher Education World Ranking since 2017. Cast in the mold of a federal University, CUSAT is now a premier Science and Technology University in the country, re‐accredited with NAAC ‘A’ Grade.

Pain Points

CUSAT was featuring a traditional EPBX with lots of cabling amassed over several years. They faced frequent issues with call disconnections, call clarity and lack of a tracking system. Due to this outdated and complicated system, they had to bear huge AMC costs.

Solution We proposed

We installed the BitVoice Unified Communications solution as a replacement for the traditional EPBX system used at the university. This system enabled efficient call routing and connection with different buildings throughout campus using distributed office function. Our robotic IVR system ensured each call was handled and routed to intended destination without any discrepancies and delays.

Benefits

BitVoice Unified Communication solution was clubbed with the existing network, which avoided cost that would have risen from cabling expenses. The entire voice communication system was transformed into a digital format providing an answer to all their call related issues. The change from traditional to enhanced communications solution has resulted in an affable drop in annual maintenance costs too.

Aster

Healthcare Sector

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence and an effort to provide unparalleled care to patients, they are one of the few entities in the world with a strong presence across primary, secondary, tertiary, and quaternary healthcare through hospitals, clinics, and pharmacies. Our solution is currently active at Aster Medcity, Kochi, Aster MIMS, Calicut, Aster MIMS, Kannur, Aster MIMS, Kottakkal, Aster CMI, Bangalore, Aster Whitefield, Bangalore, Aster Al Raffah Hospital, Ghubra, Aster Al Raffah Hospital, Sohar

Pain Points

Aster Group has been using highly branded IPBX and hybrid PBX solutions for their hospital management for some time. However, the lack of a customised call management system has cost them loss of prospective patients and existing patients due to a busy tone. They lacked measures to track or monitor calls.

Solution We proposed

An architecture integrating BitVoice IPBX with contact centre solution to their existing EPBX is the solution we provided the group. All of their hospitals were provided with a contact centre solution and their major departments were provided with BitVoice extensions. All calls, like booking, enquiries and other patient related issues were brought to a single point. An operator console from BitVoice provided call queue, call transferring, missed call management, conference call, click to call, Whatsapp chat. Also, with integration with HIS, each of the calls were accompanied by patient history, if available, on-call itself. In some hospitals, stand-alone BitVoice communications solutions were provided to manage their entire call centre solution.

Benefits

Once we had provided Aster with BitVoice IPBX with contact centre solution, entire extensions and contact centres were able to run on a single platform. By clubbing with existing HIS, a special bond with patients and institution has been created due to patient info availability in a single pop-up. Due to the presence of rich functions on HMS integration, agent efficiency increased as well as the availability of n no. of reports has helped in hands–on management.

Incheon KIA

Automotive Sector

Incheon KIA is an authorized KIA dealership for KIA four-wheelers in Kerala established with an aim to offer excellent customer services to its esteemed consumers. The dealership brings modern and innovative auto services. Offering the latest range of KIA cars at very attractive prices, the dealership also provides repair & other services, finance & insurance deals, quick quotes and test drive facility. Backed by a team of highly efficient professionals, the dealership is ready to deliver outstanding auto services and set a new benchmark in the dealership world. Our solution is currently active at Incheon KIA showrooms at Edapally, Desom, Maradu, Kodimatha.

Pain Points

Incheon KIA was facing difficulties due to lack of a centralized communication especially with branch-to-branch communication. The lack of a tracking system led to unattended service booking calls. The dealership faced a considerable potential customer loss due to unregistered enquiry calls.

Benefits

The solution ensured that no calls were missed and efficient branch-to-branch connectivity was maintained. Voicebot and other service features enabled in IPBX can be used for marketing purposes as well as customer service requirements. This has helped to increase ROI significantly. Several functions like service booking, roadside assistance, sales and service feedback, campaigns etc., can be run simultaneously and all processes can be tracked through several reports. This has ensured highly satisfied customers leading to increased business growth.

Solution We proposed

The BitVoice IPBX solution with IP distributed architecture, specially designed for the automobile industry was implemented at KIA. It made use of IVR and direct DID to route calls to different branches. All branches are connected into a single point and branch-to-branch communication was simplified to extension-to-extension communication. The solution enabled call recording facility as well as intellectual call routing to ensure 24/7 customer attendance.

Riya Tours and Travels

Tourism Sector

Considering their specific requirement, BitVoice Call centre integrated with CRM was implemented at Riya Travels. The system provided services like missed call management, call tracking services, ticketing system and an n no. of report provision for a comprehensive data analysis.

Pain Points

Being a travel and tours firm, Riya Travels faced a huge quantity of calls for enquiries and regarding bookings, etc. During peak vacation times especially, they had faced difficulty in attending calls, tracking of bookings and recording customer feedback.

Solution We proposed

We implemented BitVoice call centre management with IVR solution which ensured 100% call response. All calls, like booking, enquiries and other customer related issues were brought to a single point. An operator console from BitVoice provided call queue, call transferring, missed call management, conference call, click to call, Whatsapp chat facilities.

Benefits

Once the solution kicked in, they were able to handle all the calls arriving at their firm. The system ensured no calls were missed and that every call was tracked up to the end of their customer requirement. Customer feedback reports and evaluation reports also helped in maintaining a high standard of customer experience.

Mannapuram Finance Limited

Finance Sector

Incorporated in 1992, Manappuram Finance Ltd. has grown at a rapid pace. Today, it has 5073 (Includes branches of subsidiary companies) branches across 28 states/UTs. The first non banking financial company (NBFC) in Kerala to receive a Certificate of Registration issued by the RBI, it was also among the earliest to go for an IPO in 1995. As a pioneer and trailblazer, Manappuram Finance Ltd. has always been an innovator par excellence that enabled it to lead the way and stay ahead in the game.

Pain Points

Mannapuram required a call centre solution with a sophisticated and up to date approach to handle their customer as well as firm functioning requirements. One of their main needs was a system that will merge with their existing ERP to provide real time information.

Solution We proposed

BitVoice implemented a full-fledged call centre solution. The system is able to track both in-bound and outbound calls. The call centre was integrated with the existing ERP. We had provided a call centre solution with a 1000-agent capacity operating across multiple company divisions. 8 units of servers are actively running on their premises. The system provided all the functions performed by a call centre like call transferring, park call and other call handling functions.

Benefits

Our solution fulfilled their requirement of a comprehensive system that would provide Mannapuram with real-time info to their call agents as well as intelligent functioning within various divisions. Also, due to the intense training provided to the call-centre agents and a pro-active technical support 24/7, the system has led to a hassle-free and user-friendly work space.

Wonderla

Tourism Sector

Wonderla Holidays Limited operates three largest amusement parks in Kochi, Bengaluru and Hyderabad; and the Wonderla resort in Bengaluru under the brand name Wonderla. Wonderla Kochi is the first park in India to get an ISO14001 certificate for eco-friendliness and OHSAS 18001 certificate for safety. Wonderla – Bengaluru India’s favourite amusement park is located on Bengaluru – Mysore Road, just 28 kms from Bengaluru city. In 2012, Wonderla Bengaluru added a resort inside the amusement park – making it the first amusement park in India to have a resort built right inside it.

Pain Points

Wonderla required a call centre to track all enquiries and other calls. One of their acute stress area was the call handling capacity during peak times. They needed a solution to intelligently pick-up their peak time enquiries.

Solution We proposed

Along with a call centre, BitVoice integrated it with a highly intelligent IVR module solution. The solution provided all call solutions like missed call management, call parking, call transferring and other call handling functions as well as an IVR that is updated with live information.

Benefits

Since we had implemented a technologically advanced call centre solution, the customer experience as well as staff productivity was enhanced immensely. The highly intelligent IVR module enabled an operator free environment. The customer was assisted 24/7 through this intelligent module regarding booking availability and ticket fare charges for the day.