Their Obstacle
Emami Cement faced several challenges in enhancing communication and operational efficiency, including the need for a comprehensive IVR system to handle incoming calls effectively. They also required a call center solution to bridge communication gaps between Emami Cement, retailers, and customers, along with a robust outbound call system to inform retailers about sales programs and earned points. Additionally, managing a 24/7 helpline for queries and implementing a detailed log report system were crucial for improving productivity and customer engagement.
Our Approach
DeepCall employed several strategic approaches to address Emami Cement's challenges effectively. They implemented a comprehensive Toll-Free service for retailers' direct registration and confirmation via outbound calls, enhancing accessibility. The deployment of language, department, and time-based agent management optimized communication efficiency, supported by a customized reporting dashboard for detailed call logs and recordings. Additionally, DeepCall introduced a hybrid telephony solution for flexible agent operations, alongside live call tracking, transfer capabilities, and a mini CRM system with on-call note-taking, ensuring streamlined operations and improved customer service.
The Result
After implementing DeepCall's solutions, Emami Cement achieved significant improvements in their communication and operational efficiency:
- Improved Retailer Engagement: Direct registration via Toll-Free service and outbound call confirmations streamlined retailer interactions, enhancing engagement and satisfaction.
- Efficient Agent Management: Language, department, and time-based agent management optimized communication channels, improving response times and customer service.
- Enhanced Reporting and Monitoring: Customized reporting dashboards and live call tracking facilities provided comprehensive insights and monitoring capabilities, facilitating better decision-making.
- Productivity Gains: Improved employee productivity through streamlined processes and enhanced operational efficiencies.
- Effective Customer Service: Seamless connectivity via a centralized platform enabled effective communication between Emami Cement, retailers, and customers, promoting higher sales and customer satisfaction.
- Cost-Effective Operations: Managed multiple agents efficiently on a single platform reduced operational costs while scaling operations effectively.
"DeepCall provides seamless service with minimum downtime and with adequate redundancy planning. Their team members are committed and are keen to understand the requirements of the client on the basis of the industry. Their reports are prompt and on time. I would like to wish them the very best for the future along with a word of recommendation to everyone"
Brief About This Case
Emami Cement partnered with DeepCall to enhance communication and operational efficiency through a comprehensive digital solution. By implementing advanced IVR, call center, and outbound call systems, Emami Cement improved retailer engagement, optimized agent management, and achieved significant productivity gains, all while ensuring cost-effective operations and superior customer service in the competitive cement manufacturing sector.