Customer Story
Indiabulls Real Estate Transforms Operations with Ameyo by Exotel's Integrated Communication Suite
After Exotel
Before Exotel
About Indiabulls Real Estate
Indiabulls Real Estate is among India's top real estate companies, with development projects spread across residential complexes, integrated townships, commercial office complexes, hotels, malls, Special Economic Zones (SEZs), and infrastructure development. They have been assigned an "A+" rating and have partnered with Farallon Capital Management LLC of USA to bring the first FDI into real estate in India. Indiabulls Real Estate is currently developing 72.86 million sq. ft. into premium quality, high-end commercial, residential, and retail spaces.
Challenges
The challenge was to increase reach and satisfaction. They needed customized tools to ensure all inbound queries were addressed without abandonment, improving overall customer service. The focus was on improving customer service and aligning with their business scale. With an emphasis on seamless integration and accurate reporting for quality and productivity assessment.
Challenges
Existing solution incompatible with business scale
The previous communication system couldn't keep up with Indiabulls' rapid growth and expanding operations across multiple locations.
Absence of proper call handling
Lack of intelligent routing and call management led to missed opportunities and poor customer experience.
Lack of accurate and customizable reports
Unable to track quality, productivity, and efficiency metrics effectively without proper reporting tools.
Lack of customization with existing IVR and CRM
Limited flexibility in adapting IVR flows and CRM integration to match specific business processes and requirements.
The Solution
Integrated Communication Suite
Ameyo by Exotel revolutionized operations by delivering integral contact center tools such as ACD, Dialer, Voice Logger, CTI, Reporting, and Node flow designer with intelligent routing and call recording to monitor agents.
Customized IVR and CRM
Customized IVR & CRM processes integrated with DNC India.com, ensuring efficient scrubbing for outbound campaigns. Advanced dialer for maximum outreach with scrubbing capabilities.
Advanced Reporting and Automation
Ameyo's Reportika feature empowered customized reports seamlessly, enabling real-time and historical data tracking, process efficiency metrics definition, and comprehensive campaign performance review with node flow designer.
Impact
Operational Excellence Metrics
The implementation of Ameyo by Exotel's integrated communication suite delivered transformative results for Indiabulls Real Estate, achieving seamless integration and operational efficiency while streamlining processes with customized solutions.
Seamless Integration
Achieved complete operational efficiency with all systems working in harmony.
Streamlined Processes
Customized solutions led to fully optimized workflows and operations.
Campaign Performance
Advanced reporting improved campaign effectiveness and business outcomes.
Benefits
Key advantages delivered by Ameyo by Exotel's integrated communication suite
Enhanced Operational Efficiency
Streamlined workflows and automated processes significantly improved overall operational performance.
Streamlined Processes
Customized IVR, CRM integration, and intelligent routing simplified complex operations.
Improved Campaign Performance
Advanced reporting and automation tools enabled better campaign tracking and optimization.
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