How Casio leverages Servetel’s incoming call solutions to empower their support ticketing system
The watch industry in India is expected to grow at a CAGR of 20.32% from 2020-2025. Ever since the wristwatch was invented in 1868, it has been an important fashion accessory. Evolving from analogue watches to digital watches and now, smartwatches, they are sold through various channels, both online and offline.
When this renowned brand approached us, they were looking for cloud telephony solutions to simplify their business communication. We were more than delighted to lend our services.
Casio came to us with a straightforward requirement: to manage their inbound calling communications with the help of toll free numbers. Prior to Servetel, they were using simple landline numbers and faced many challenges.
They were unable to track and supervise incoming calls
Couldn’t gauge agent-wise performance or call metrics for customer queries
Casio couldn’t resolve queries with the set TAT
Had poor call analytics and an expensive communication system
We went over several specifications to create the ideal solution for Casio. As an industry leader, Casio’s customer communication had to be perfect.
Since Casio’s watches need specialised skills to repair and refurbish, they required a strong support department to assist their customers. Servetel provided Casio with a streamlined flow of communication, where callers could enquire, seek support or provide feedback on all of their products. Here’s what we offered:
A toll free number for all incoming calls
A virtual landline number for outbound calls
Webhooks to assist with their ticketing system
A smooth call flow, streamlined business processes and an effective ticketing system really helped boost their support centre productivity.
Efficient management of incoming calls
With detailed call records and call analytics, Casio could now supervise and effectively manage its support performance
The virtual number for outbound calls helped Casio reach out to a larger number of people and create more leads
Operating from a single unified platform
Webhooks allowed them to integrate customer issues into a ticketing system that generates individual tickets for any support-related issue. This ensured timely updates on progress and quicker resolution for customers
“Good company and staff is very supportive. Helped us during pendemic time.”
You might also like...
Servetel helps Gatesmart Pvt. Ltd. maintain its residents’ safety by deploying cloud telephony solutions
Servetel’s automated outbound call systems streamlined Gatesmart Pvt. Ltd.’s security processes. Our smart API solutions and webhooks delivered uninterrupted communication and created a better tracking system between residents and security guards.
How Servetel supports Gramin Healthcare Pvt. Ltd. to segment its customers and deliver a personalised user experience
Servetel supported Gramin Healthcare by streamlining the company’s healthcare service delivery. Our powerful virtual number solution was able to segregate calls and route them to the right agents using multi-level IVRs. The fact that the patients could converse in their native language, only made the service more impactful.
How Exampur used Servetel’s IVR services to centralise its operations across branches
Servetel offered Exampur a centralised call management system using IVR to manage their operations remotely with minimal infrastructure. Exampur can now update and notify their subscribers timely about upcoming courses and exams using our efficient voice broadcasting solution.