BigTree

BigTree Entertainment Optimizes Customer Interactions While Streamlining Operations

Ameyo by Exotel's advanced technology platform proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti's support in future too.

Parikshit Dar

Director, Technology, Bigtree

Bigtree

About BigTree

Bigtree Entertainment Pvt. Ltd. is India's pioneering entertainment ticketing company, specializing in software sales, support, and box office tracking. Through BookMyShow, their website, customers can seamlessly book tickets for movies, concerts, and live events. The platform operates efficiently via a centralized phone number using automated speech recognition for bookings across major cities. Payment options include Credit Card, Online payment, and Cash-on-Delivery.

Challenges

Provide area-wise movie updates and regional offers

Minimize transaction costs

Generate & send transaction IDs

Integration of in-house applications, databases, and payment gateways

Bigtree Entertainment faced several operational challenges, seeking a solution for voice-based customer service with minimal transaction costs. Their specific needs included area-wise movie updates, a customizable IVR system for dynamic content, and seamless integration with in-house applications, databases, and payment gateways. Additionally, the complexity of integrating payment options like ASR and COD within the IVR system posed a significant hurdle. The system also needed to generate and send transaction IDs to customers through SMS, reflecting the intricate challenges the company aimed to address in its operations.

Solutions

Self-servicing advanced IVR system

Caller line identification

Node flow designer

Integration with third-party applications

Ameyo by Exotel's advanced IVR at Bigtree streamlined operations, minimizing call handling times and maximizing self-service, even for ticket booking payments. Features like Caller Line Identification and Node Flow Designer automated area-wise updates, show timings, and customer interactions. The data-driven IVR by Ameyo by Exotel allowed weekly updates without code changes, seamlessly integrating with third-party applications and the credit card payment gateway. Ameyo by Exotel's customization ensured automatic transaction ID generation and customer confirmation via SMS.

Results

Increased customer base

Reduced cost per agent per transaction

Better customer experience