Customer Story
MOSL Boosts Operational Efficiency by 15% with Ameyo by Exotel's Communication Suite
After Exotel
Before Exotel
About Motilal Oswal Financial Services
Founded in 1987, Motilal Oswal Financial Services (MOFSL) has evolved into a diverse financial powerhouse with 2500+ locations in 550 cities, offering various services, including broking, wealth management, investment banking, and more. Awarded 'Brand of The Year' in 2018 and recognized as a 'Great Place to Work.'
Challenges
Committed to a customer-first approach and cutting-edge technology, MOSL urgently needed solutions for escalating call handling and information management issues driven by the competitive threat of customer defection. In MOSL's dynamic setting, addressing all customer calls became impractical, with advisors managing up to 15 accounts simultaneously.
Challenges
Rapid Growth Management
Company faced challenges with rapid growth and diverse clientele, creating complexities in managing customer relationships effectively.
Call Handling & Information Management
Needed solutions for call handling and information management due to competitive threats of customer defection.
Prioritization of High Net-Worth Individuals
Advisors handling up to 15 accounts needed prioritization, particularly with HNIs based on market situations and potential revenue.
The Solution
Centralized Information Management with CRM Integration
Implemented centralized information management tool ensuring real-time updates on customer-advisor transactions in an integrated CRM.
Multiple Phone Lines and Queues
Configuration of multiple phone lines and queues for each advisor, enabling simultaneous handling of numerous interactions efficiently.
Prioritization of High Net-Worth Individuals
HNIs received priority handling to ensure high-value customers received immediate attention based on market scenarios.
Intelligent Desktop View
Designed a new desktop view, enabling agents to respond to calls using their intelligence and understanding of market patterns.
Impact
Key Results
The implementation of Ameyo By Exotel's solution delivered transformative results for MOSL, significantly improving operational efficiency and customer satisfaction.
15% Improvement in Operational Efficiency
Operational efficiency improved by over 15% through streamlined processes and intelligent call routing.
Enhanced Customer Service and Experience
Significant improvement in customer service quality and overall experience through personalized interactions.
Retention of High Net-Worth Customers
Successfully retained high net-worth customers through prioritized service and efficient account management.
Benefits
Key advantages delivered by Ameyo By Exotel's solution for MOSL
Prioritize High Net-Worth Individuals
Prevent customer churn by prioritizing HNIs and ensuring they receive immediate, personalized attention.
Elevate Operational Efficiency
Enable fast and personalized interactions through streamlined processes and intelligent systems.
Enhance Customer Service
Improve customer service quality to drive increased business and long-term customer relationships.
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