How Zerodha set up a remote support centre within three hours using Exotel

About Zerodha

Zerodha is one of the biggest financial services companies in India. Their primary offerings are retail broking, institutional broking, mutual funds, bonds, and more. During the pandemic, their customer base grew rapidly and Zerodha is now the biggest stockbroking platform in India with the most number of active retail clients.

When Zerodha first set out to look for a cloud call centre, they were looking for the following:

1. Speed of implementation:

Zerodha needed to make a quick transition to a remote call centre. Time was of the essence and they couldn’t afford to not provide support to their customers or to put their employees at risk. Exotel helped them make the transition seamlessly.

2. Ease of use:

They needed a platform that allowed them to make changes on the go and was easy to use. Exotel was the perfect fit for them.

3. Scalability:

Since their customer base was growing rapidly, their support call volumes went through the roof. Zerodha needed to ensure that they were moving to a reliable and scalable cloud telephony platform. They were able to do this using Exotel.

Zerodha’s support team has been fully remote for the past year. With Exotel, they’ve been able to tend to each and every incoming query without worrying about call drops/scale. They’re also able to change the call flows in real-time to manage volumes better.

It took us only two to three hours to configure the IVR, add agents to the dashboard and start taking calls. We evaluated two other cloud telephony vendors before choosing Exotel because of how easy and simple it is to use, and because they offered the fastest turnaround times. With other vendors, every minor change took a lot of back and forth and was time-consuming. Using Exotel, we could do everything ourselves, instantly. - Linekar Lawrence, Network and system administrator, Zerodha

The financial services industry is heavily regulated in India. To make sure that Zerodha is compliant and that their customers are safe in every way possible, they wanted to enable a call tracking and recording solution for each customer call. They were able to do this using Exotel.

Our sales team was primarily using their mobile phones to contact clients but we didn’t have visibility over the calls and the kind of conversations they were having. Hence, to ensure that best practices are being followed by all our agents and to stay compliant with the regulations, we started using Exotel to track and record calls
Lindo Paul
Business analyst, Zerodha

Zerodha’s sales team uses an in-house CRM app integrated with Exotel to make sales calls. Before using Exotel, their agents had to dial out numbers manually, which was inefficient and prone to errors. They were able to solve this problem by integrating their CRM app with our click-to-call API.

I like the fact that we were able to work with the Exotel team to build a customised solution for our needs. They built a live call monitoring dashboard based on our requirements and this is one of the most important things that we’ve accomplished together. - Hanan Delvi,Chief, Client Relations, Zerodha