Customer Story
Everest Fleet Scales Up Business and Achieves a 5X Increase in Driver Recruitment
I like the Missed Call Solution that automatically dials any missed inbound calls and directs them to my agent. The Predictive dialing feature allows us to adjust the dialer settings and prioritize dialing based on preferences. We can easily increase the dialing ratios and manage agents' assignments to campaigns and queues. These features are not readily available in conventional call centers.
Vivek Jagasia
Head of Contact Center - Everest Fleet Pvt. Ltd.
Everest Fleet
About Everest Fleet
Everest Fleet Pvt Ltd, established in October 2016, is a fleet management company with a strong presence in the market. With over 10000+ cars currently operating on Uber in Mumbai, Delhi, Bengaluru, Hyderabad, Pune, Kolkata, and Chennai, Everest Fleet has established itself as a leading player in the fleet industry.
Challenges
Managing Growth, Scaling Infrastructure & Optimizing Operations
Inefficient Driver Management
Inaccurate Reporting
Lost Revenue from Missed Calls
Managing a huge fleet of vehicles across India requires a constant supply of drivers which is a huge challenge considering the high attrition and frequent churn in the cab aggregator industry. Moreover, hiring and onboarding new drivers is also a time-consuming, resource-intensive, and continuous process.
Solutions
To provide an effective solution to Everest Fleet, Exotel deployed the following use cases:
Cloud Contact Center (Ameyo Emerge)
Truecaller Services
Missed Call Solution
Unified Reporting
Ameyo Emerge equipped Everest Fleet with a cloud-based contact center solution, enabling efficient handling of high call volumes and consistent service. This solution includes real-time monitoring and reporting for tracking call volume, duration, and agent performance, aiding in operational optimization. Additionally, the implementation of Truecaller services improved call pick rates and brand identity, significantly reducing spam calls and enhancing customer experience. Unified reporting under one dashboard allowed Everest Fleet to effectively manage their operations across four cities, handling 5000 inbound calls with 150 users.
Impact
5x increase
in driver recruitment in 6 months
3x increase
in agent productivity
10X increase
in agents