Case Studies

Leveraging automation to reduce costs and increase flexibility and responsiveness

Client Context: Our client is one of India 's leading mobile services provider.

The Requirement: Our client'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 client'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 client organization, by automating laborious processes, and improving responsiveness and flexibility of customer service.

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