Client profile and Case Overview:
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.
- 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..
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.