BigBasket Case Study
13009
page-template-default,page,page-id-13009,strata-core-1.1,strata-theme-ver-3.2,ajax_fade,page_not_loaded,smooth_scroll,mkb-desktop,mkb-version-1-6-4,wpb-js-composer js-comp-ver-6.0.5,vc_responsive

BigBasket Case Study

BIG BASKET
India’s Largest Online Supermarket

Bigbasket.com(Innovative Retail Concepts Private Limited ) Is India’s Largest Online Food and Grocery Store Present Across 26 Cities In India And Offering Over 18,000 Products Across Over 1000 Brands.

Challenge

After launch, the team at BigBasket was not getting the benefits they had hoped for. The issues were related to:

  • Time taken to deliver customised solutions
  • Centralised multi-city support
  • Requirement to integrate support desk with telephony solution
  • Not able to adhere to the industry standard call center SLAs.

Scalable telephony solution in line with expansion plans without involving high CAPEX

Solution

Ozonetel deployed a CRM integrated on premise cloud call center solution in August 2012

Result

  • Single view of multi-channel contact with customers – Voice, Email, social media, call
  • BigBasket has saved close to Rs 5 lakhs in Capex over two years
  • BigBasket is consistently managing AHT (Average Handling Time) of 2.5 minutes
  • Able to achieve industry leading FTR (First Time Resolution) of 85%.

IN THIS ARTICLE

Challenge

Solution

Result