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 18000 Products Across Over 1000 Brands.
- After launch, the team at BigBasket was not getting the benefits they had hoped for.
The issues were related to
- Time taken to deliver customized solutions
- Centralized multi-city support
- The requirement to integrate the support desk with a 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
Ozonetel deployed a CRM integrated on-premise cloud call center solution in August 2012.
- 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%.
“We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per-agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue; when revenue has grown ten-fold over two years. Due to this stable and robust solution, we are consistently managing AHT of 2.5 minutes and are able to achieve industry-leading FTR of 85%..”