Zerodha

India's Largest Broker Transforms Support: Cloud Platform Enables Remote Operations in 3 Hours

Seamless transition to remote operations in under 3 hours
Unlimited concurrent call handling capability
Real-time call flow management and monitoring
Integrated click-to-call functionality improving agent efficiency

Cloud Innovation Enables Business Continuity

Zerodha transformed their customer support infrastructure by implementing Exotel's cloud contact center solution during the pandemic. This rapid transition enabled them to maintain uninterrupted customer service while ensuring employee safety, supporting their position as India's largest stockbroking platform.

Client Testimonial

When we needed to transition to remote operations quickly during the pandemic, we evaluated multiple vendors. Exotel stood out for their simplicity and rapid implementation. It took us only two to three hours to configure the IVR, add agents to the dashboard, and start taking calls. Their platform's scalability has been crucial in handling our growing call volumes seamlessly.

Linekar Lawrence

Network and System Administrator, Zerodha

Zerodha

About Zerodha

Zerodha is India's largest financial services company, leading the retail broking sector with comprehensive offerings including institutional broking, mutual funds, and bonds. Their rapid growth during the pandemic established them as the country's biggest stockbroking platform with the highest number of active retail clients.

Support Evolution Challenges

At the onset of the pandemic, Zerodha found themselves at a critical juncture where traditional support systems couldn't meet the new reality of remote operations. As India's largest stockbroking platform handling millions of trades daily, they needed immediate solutions that would maintain their service excellence while protecting both employees and business continuity. These challenges demanded innovative solutions that could be implemented without disrupting their essential financial services.

Remote Operations Urgency

The sudden need to transition from an on-premise system to a remote support model demanded a solution that could be implemented rapidly without disrupting customer service. Time was crucial, as they couldn't afford any gap in customer support or risk employee safety.

Compliance and Monitoring

Operating in the heavily regulated financial services industry, Zerodha needed robust call tracking and recording capabilities to ensure compliance and maintain service quality across their remote workforce.

Scalability Requirements

Their rapidly growing customer base led to surging call volumes that their traditional PRI system couldn't handle, requiring a more flexible and scalable solution.

Cloud-First Solution Implementation

Recognizing the urgency of the situation and the need for a future-proof solution, Zerodha partnered with Exotel to implement a robust cloud platform. This strategic collaboration focused on enabling immediate remote operations while ensuring scalability and compliance, resulting in a comprehensive transformation of their customer support infrastructure.

Rapid Remote Deployment

Achieved complete transition to remote operations within three hours, including IVR configuration and agent setup. The intuitive platform enabled real-time call flow modifications and instant adjustments to manage varying call volumes.

Integrated Monitoring System

Implemented comprehensive call tracking and recording solutions, ensuring regulatory compliance and service quality maintenance. A customized live call monitoring dashboard was developed to meet specific requirements.