Leveraging automation to reduce costs and increase flexibility and responsiveness

Customer Context: Our customer is one of India 's leading mobile services provider.

The Requirement: Our customer's requirement was to leverage automation to reduce costs, increase flexibility and responsiveness to customers across its circles in India . Some of the challenges faced by them have been detailed below:

• Limited reach: With a large customer base, it was tedious to manually dial out every individual to deliver message and also to ensure that the message has been delivered


• Manual process: Any kind of customer contact had to be done either through e-mail, postal mail or individual telephone calls


• Time, cost and excess manpower: The laborious process of sending mails or making calls involves resources affecting the overall productivity


• Skilled personnel: In case of manual dialing, the person making a call should be knowledgeable enough to answer any kind of queries


• Lack of records : No MIS could be generated or very amateur reports were being generated for calls/emails sent manually


• Technology: Lack of cutting edge technology has a significant negative impact on new customer acquisition and organizational performance and productivity


• The Solution : ReachOut is a web based 'virtual agent' auto dialer and does not require a manned operation. Netsol was chosen to implement ReachOut to address all the above issues at the customer's organization ReachOut has helped to provide:


• Value added services - Alert customer of nearing Due date(in case of paid services having expiry), Greetings on any occasion, Payment confirmation, wake up alarm etc

  • Reduces cost, time and manual labour
  
  
  • Capable of multiple campaigns
  
  
  • Larger and more efficient customer reach
  
  
  • Plays messages in customer's native language
  
  
  • Extensive reporting both real time and historical
  
  
  • Extremely easy handling of our product - User friendly interface, no technical knowledge required


• Another form of an AD campaign - For product launches, marketing campaigns etc

The Benefits: ReachOut provided a cutting edge technology solution to raise the service levels of the customer organization, by automating laborious processes, and improving responsiveness and flexibility of customer service.