Challenge
The Websites of the Hotels show up the Phone Number which are regular landline or mobile numbers. There was no record of calls whatsoever generated on these numbers, their source and any relevant information.

Spending lakhs of Rs. per month on advertising over Google, TripAdvisor etc, it became imperative to analyse the kind of Inquiries and business which these sources generate. Without this its almost impossible to measure the performance and optimize the spending.

Another challenge was multiple calls at same time,
TME used to lose out many calls/leads just because the Phone number was already busy or not attended in out of office hours.

Call Tracker Solution
NTS after consulting with the management at TME Hotels recommended a customised Call Tracker Solution to be able to fight out the challenge.

NTS gave out several Tracking Phone Numbers to each of its Hotels so that each number could be uniquely assigned to the source of Phone like Google adwords, TripAdvisor business listing etc. They also have access to a web based panel which do extensive reporting of calls generated on various tracking numbers.

An the result ...
TME Hotels proved to be a smarter marketer, it now has detailed analytics available to undestand which advertising sources are generating the Phone Calls/Leads and how are they performing. Not only this, the tracking Numbers also have a professional IVR system which is able to route the calls to hunt numbers in case if one number is busy, all missed calls are also logged in web panel, SMS alerts are sent to TME’s sales executives with caller information for better communication.

NTS saved more than 60% of advertising budget just by focusing on the sources which generated Calls.

Call Tracker Number on one of the Hotel’s TripAdvisor paid listing page

Web based panel for extensive Report of each Call generated

Client is one of the India’s leading and largest polymer processing companies with innovative products in agriculture business. The company is also listed in NSE.

The client has a vast PAN India network of dealers & thousands of local reseller and distributors. The challenge was the number of requests of they were receiving every day on Phone, for example requirement for account summary, complaint about dispatch, sales, etc. Keeping track of such requirements and complaints on daily basis needed additional Resources.

Objective/Challenge:

• To have a self service portal, where distribution Network can call, and log their interest in term of requirements, feedback, complaints, delivery dates or profile info.
• Identifying difference between a registered distributor and non registered visitor, making difference in option to preset..
• System to track every complaint or requests, its history, due tasks, and assigned to concerned department, let say marketing, dispatch, manufacturing, QA, etc..

Proposed Solution:     

To meet the above objective, Niche Tech Solutions provided the Hosted IVR based Distributors Service Portal

IVR based Distributors Service Portal:

Distributors call on the IVR number, and they get verified from the number they are dialing. If they are registered, system greets them with their name, and avail option for selecting language (Hindi and English). Further they can choose the requirement, or feedback or to complaint or to know the upcoming delivery dates. A detailed IVR menu, let them to choose the task, and sub category, refining their requirement.

Email delivers to the concerned department once the request submitted by IVR, stating the requirement and the caller’s number.

Advantages and Outcomes of System:

• No hardware or software setup done by the defense department, hence no capital expenses.
• Self service portals, allowing distributors to do general task, even from remote areas.
• As being a hosted solution, working seamlessly, the support system runs 24 X 365, available at any moment.
• Email and SMS alerts, keeping the department informed about every activity of IVR.
• Rich featured Web portal helps them to analyze the calls, number of requirements or complaints, and prepared reports.

Client is one of the battalions of Indian Defense forces. A group of engineers from defense personals runs and maintains all the software activity and requirement in the department.

Defense forces have a pension department, which do every task regarding the pension of every defense personals. Maintaining records, pension distribution, calculations, deductions, etc. are maintained by this department. The issue was the number of complaints they received on the daily basis, are of general basis like information update, knowing important dates, allowances, TD claims and more. Hence it was leading to more consumption of manpower and resources, and longer respond back time. And yes a queue of applicants.

Objective/Challenge:

• To allow the defense personals to lodge or raise complaints through some more efficient means, with a tracking tool at their end.
• Auto escalation of complaints, ensuring the earliest of their resolution.
• System to track every complaint, its history, due tasks, and assigned clerk or personnel.

Proposed Solution:     

To meet the above objective, Niche Tech Solutions provided the Hosted IVR based Complaint Management System:

IVR based Complaint Management System:

To lodge a complaint, the defense personals dial the Hosted IVR number, and interfaces with a user friendly IVR. It allows them to verify themselves with a unique ID, in case of unregistered, allows on calls registration. A successful registered complaint sends to the concerned mother unit or department according to complaint category, and escalated accordingly.

Advantages and Outcomes of System:

• No hardware or software setup done by the defense department, hence no capital expenses.
• Enabled the pensioners to get rid of long queues, and track every of their complaint, in just a call.
• As being a hosted solution, working seamlessly, the support system runs 24 X 365, available at any moment.
• User friendly IVR, in more than 8 languages, makes the caller comfortable with their familiar language. It also saves their first chosen language, and plays the same when called again, making a smarter system.

Problem
SMU-DE was accepting the Inquiries from Prospective Students looking for information about various Courses and Admissions from its Website. There was a lag time between recieving the Inquiry and contacting back the Student for counseling as it took time to route it to respective Center and Counselor.

Solution
NTS enabled the Web Application which process the Student Inquiry to automatically generate a Call conference between the Student and the Counselor of particular College in which Student has shown interest. The Call is initiated within 30 seconds of prospective Student submitting the Inquiry Form.

Result
System did not only help the Student but also worked a charm for SMU-DE. The Response time was reduced from days to seconds and Prospect gets to talk with Counselor of College of his interest immediately. System highly improved the process of exchaging information ad maximisig the chance of Admission.

Recently we have integrated Click to call for an Online Career Counseling Portal which offers a chance to the registered students to talk to various Subject Experts. So far this consultation was Text Chat based however with Click to Call Application we have given it a Voice functionality. Now Students can directly get connected on Phone with Expert to seek advice and suggestion. Registered Students are allotted a  fixed “Talk time” which the consume by clicking on “Talk to Expert” Button. Best is the Portal has control over not displaying direct numbers of experts, Calling timings, recording the conversation etc.

Nonetheless, this feature has added another revenue stream by charging Students for this voice consultation.

We look forward for more such ideas!

NTS has offered a completely Hosted Platform to operate these services in Uganda

User shall enter his name and phone number and after hitting “Dial a Tally Expert”, he shall be connected with the Support Team of tally over Phone within seconds.

http://www.tallyacademy.in/tally-faq-news-blog/2010/11/25/dial-to-tally-expert/

Services could be seen at http://www.tallysolutions.com

NTS came out with an accurate Solution whereby at first stage a Database of Callers was collected (the Callers were asked to send SMS to a Shortcode). Agents at the Support Desk used Predictive Dialer to call out the Registered User and upon sucessful  Call and manual verification the Call is transferred to the IVR.

Ones the Call is transferred to IVR, User is asked to feed in details like date of Birth, Age, Profession etc by punching appropriate keys on the Phone. Finally few Random General Knowledge and IQ questions are asked to the User which have to be replied in given time. Upon the completion of Quiz the User is informed that he shall be contacted if his replies were all correct and he is one of the Luck Draw winners.

Whole System worked on a very accurate timing, key punches recognition, user activity controlling and most importantly usability.

Lacks of Entries were automatically screened and Shortlisted within a few Weeks time using our IVR Solution.

IVRS works as a great tool to automatically Screen out the qualified Participants weather it is a game Show, a Recruitment process or even potential Attendants to a Conference.

Similar kind of concept could be utilized for automated Appointment Reminder by Hospitals, Clinics, Salons, Professional service providers and so on.

Read more about NTS IVR Pill Reminder Services at our IVRS Blog

NTS has recently implemented Pill Reminder service for a Chain of Hospitals in Mumbai.

Any potential Lead on IndianYellowPages.com shall now have an option to connect to the Merchant for FREE over Phone within seconds. It doesn’t only help in improving conversion ratio but also works as a great tool for Lead capturing. Potential Lead clicks on the “Call us Now” button displayed on Merchant’s Listing and put his Name & Phone Number. As soon as Call button is hit, NTS Click to Call Solution dials out the calls and connect them. There is an IVR element involved which controls the Call process, Call progress, Cutomised Voice Greetings, Option of a Voicemail in case Merchant is unable to take up call etc.

Solution is enhanced by SMS Interactivity, after a successful call or a Voice mail Merchant and Lead are notified immediately with an SMS about contact numbers.

NTS has delivered the solution based on API integration and it comes completely as a White Label Solution.