‘BYJU – Learning App’ Drives Home Operational Efficiency with Tata Docomo
Tata Docomo Business Services (TDBS) offers the most comprehensive suite of solutions in the Enterprise space and caters to every communication need of the customer and their ecosystem. Here is a successful deployment of SIP Trunk for BYJU’s – The Learning App, in Bengaluru.
“The digital landscape is evolving at a rapid pace, fuelling innovation and business transformation across industry and geography. It is significantly impacting operational efficiency, scalability, and profitability of an organization. Enterprises, small or large, in their digital journey need an ICT partner that can take care of end-to-end ICT requirement and, thus, allow the company to concentrate on its core business. BYJU’s which pioneered a new age learning App in India faced a typical scalability challenge while expanding its reach to wide section of student communities. To address the challenge, Tata Docomo offered BYJU’s with a highly scalable and reliable voice solution which improved the overall functionality, and reach and communication with prospect students. It also helped in cutting down CAPEX and meeting all compliance requirement of the company,” said Joyjeet Bose, Regional Operation Head, South – Enterprise Business, Tata Teleservices.
BYJU’s – is India’s Education Technology (Learning), commenced in 2011 as an offline test prep provider for exams like CAT, GRE, GMAT and the Civil Services.
The company went digital when it launched its app, born out of the need for high quality, engaging and accessible education.
Today BYJU’s has become India’s Education Technology (Learning) company that is reinventing how students learn, through its learning app.
In the first year of its commencement, the learning app saw a phenomenal engagement of 3.5 million students. Today, BYJU has a 500 member strong R&D team working closely with three specialized verticals: a) Content creation team b) Skilled media production house and a c) Technology team that build an adaptive platform to give each learner a personalized experience.
Challenges faced by BYJU’s
BYJU’s required support in technical areas to improve its functions. The company was looking for a single number on which prospective students could reach out, at any time.
To focus on customer queries BYJU’s required a 24*7 call management by a designated team from across locations. BYJU’s also required a call record facility for quality, improvement, and regulatory purposes and lastly an access to lead conversation information.
Solution by TDBS
TDBS provided BYJU’s with multiple 10 digit numbers which can be used by prospect students to reach out to the company for queries. The numbers are terminated on a highly scalable SIP Trunk, which is connected to a Call Server, which in turn dials out and connects to executives, who answer calls on GSM mobiles. In addition to this, TDBS installed signal boosters in their office to boost GSM signals ensuring superior call reception quality.
BYJU’s can now fetch reports from the call server (to enable monitoring of lead closures) with details on number of calls received by each executive, and duration of calls.
TDBS also provided an automatic call recording facility on the call server for regulatory purposes. The SIP trunk solution helps BYJU’s in CAPEX savings with no need for multiple physical lines, it provides scalability with up to 1500 voice, data and video sessions on a single line and lastly it provides flexible Direct Inward Dialing (DID) range to meet scalability requirements.
BYJU’s now manages its operations more efficiently by employing an accessible workforce model. It allows prospects to reach executives at any time, while giving executives the freedom of movement. All regulatory requirements are met through automated processes, with seamless availability of all records at given point of time.