Tata Tele Business Services (TTBS), one of India’s leading B2B enabler of digital connectivity and cloud solutions has extended its advanced cloud communication suite- Smartflo to Chanakya Mandal Pariwar Institute to enhance its customer experience. The Chanakya Mandal Pariwar Institute is dedicated to fostering personality development, offering career counselling, and providing preparation for competitive examinations. The institute’s faculty is committed to training students aspiring to enter central and state civil services.
The Institute faced significant challenges in managing its sales funnel, primarily due to the absence of a reliable contact centre infrastructure. Despite employing digital marketing strategies and conducting workshops to generate leads, the organization struggled to efficiently handle incoming student inquiries. With five different public phone numbers and team members sporadically available to manage calls, monitoring and tracking lead-generating interactions were becoming unmanageable.
Identifying these business challenges, TTBS deployed their flagship solution Smartflo, which streamlined call handling, allowing the team to collectively manage multiple calls and capture leads effectively . This not only improved workload distribution but also enabled the institute to publish only one official contact number. With Smartflo’s VoIP technology, the institute could now monitor and record calls, analyse team performance, and identify training needs. The cloud-based nature of Smartflo simplified call log maintenance and analytics reporting, providing a feature-rich yet straightforward solution. The web-based interface of Smartflo proved user-friendly, requiring only a computer/mobile device, a headset, and an internet connection for seamless call handling.
Mannu Singh, Vice President, Tata Teleservices said, “Smartflo platform assists businesses in reimagining their operating models with its smart, flexible, secure, and reliable suite of cloud-based communication solutions. As businesses are realigning their operating models to become digitally agile, they are leveraging cloud technology at the core, bringing multiple devices, platforms, and channels into play. We are happy to partner Chanakya Mandal Pariwar Institute in their digital journey and provide Smartflo with bespoke settings that the Institute needed to improve their customer experience, ensuring digital connectivity and productivity at all times.”
Siddharth Dharmadhikari, Trustee,Chanakya Mandal Pariwar Institute said, “Smartflo cloud communication proves to be an excellent product, living up to the renowned reliability of the TATA name. The supportive staff and sales team consistently provide prompt responses, significantly streamlining our incoming inquiry handling. This product has seamlessly integrated into our workflow, automating processes and undeniably enhancing our overall productivity.”
TTBS’s Smartflo solution comes with a host of benefits like:
- Optimised workload distribution among all agents
- Custom IVR to route calls as per the nature of callers’ questions
- More effective lead capturing for business
- Higher productivity and reduced incidents of missed calls
- Improved call handling qualities with regular monitoring and pertinent feedback
- Better caller engagement for brand building
- Ease of monitoring daily call volumes and performance with KPIintegrated analytics and dashboard views
- Enterprise-grade security and reliability
