Customer Story
Spoton Logistics Achieves 20% Increase in Answered Calls with Ameyo by Exotel Solution
After Exotel
Before Exotel
About Spoton Logistics
Established in December 2011, Startrek Logistics, operating under the brand SPOTON, acquired TNT's extensive road business in India. Headquartered in Bangalore, the company prioritizes accurate delivery, embodying the idea "The system is the service." SPOTON, a leader in Express Logistics, maintains a network of people, processes, infrastructure, and technology, ensuring consistent service quality. They aim to fulfill commitments with great teamwork, precise networks, top-notch quality, and profitability. Their vision is to become India's preferred Express Logistics company.
Challenges
SPOTON faced the challenge of managing a large customer base and onboarding new customers efficiently. They sought a user-friendly solution to enhance system efficiency, reduce agent fatigue, and overall improve operations and customer satisfaction.
Challenges
Managing Extensive Customer Base
SPOTON faced significant challenges in efficiently managing and onboarding a growing customer base.
Enhancing Customer Experience
Need to enhance overall service quality while ensuring agents could dedicate proper attention to each customer interaction.
Reducing Agent Fatigue
Required an intuitive system that would improve operational efficiency while reducing agent burnout and fatigue.
The Solution
CTI & IVR Module
CTI integration providing customer information pre-call, and IVR Module for handling large call volumes with complex flows for enhanced customer interaction.
Skill and Priority-Based Call Handling
Intelligent routing of customer calls with skill-based assignment and wait time notifications ensuring optimal resource allocation.
Supervision and Quality Management
Comprehensive supervision tools for easy agent assessment, Voice Logger for complete call management, and quality monitoring capabilities.
Historical Data and Customized Reports
Reportika feature providing customized reports and historical data analysis for informed decision-making and performance tracking.
Impact
Operational Excellence Metrics
The implementation of Ameyo by Exotel's solution delivered transformative results for SPOTON Logistics, significantly improving call handling efficiency and automating contact center operations.
20% Increase in Answered Calls
Improvement in contact center productivity with a significant increase in answered calls.
Advanced Feature Integration
Easier to scale and accommodate advanced customer care features and 3rd party database integration.
Fully Automated Operations
Contact center operations automated with advanced IVR, multi-language support, and intelligent call distribution.
Benefits
Key advantages delivered by Ameyo by Exotel's solution for SPOTON Logistics
Enhanced Productivity
Significant improvement in contact center productivity and agent performance metrics.
Improved Customer Satisfaction
Enhanced customer experience through better call handling and service quality.
Efficient Contact Centre Functioning
Fully automated operations with intelligent routing and multi-language support.
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