With the widest range of Enterprise Solutions, Tata Docomo Business Services caters to ICT requirements that businesses may have, no matter the size or the stage in their life cycle. Here is a successful deployment for Sulekha.com in Tamil Nadu.
Sulekha.com is one of India’s largest and fastest-growing digital platforms for local services need fulfillment. The brand has its presence in over 40 cities, connecting tens of millions of users and local businesses in 500+ needs categories such as computer training, serviced apartments, wooden flooring, party catering, baby-sitting, elder care, yoga lessons, kitchen renovation, wedding photography, moving-packing, pest control, event planning and auto repair.
It approximately connects 25 million users with 5 million businesses each month across different local service categories.
The company’s vision is to become the home-screen icon for local services for 100 million Indians every day. Sulekha.com has 14 offices and 1,300+ employees across India, including Delhi, Mumbai, Pune, Ahmedabad, Hyderabad, Bengaluru, Kolkata, Chennai, Austin.
The company currently has over nine call centres, catering to customers spread across the country, supporting and specializing in different sets of services.
Also, the calls are segmented into user complaints and customer support. One of the major requirements was to route customer enquiries on various services from different language zones to the right call centres, basis services selected.
Further to receiving the request, the customers also had to be sent a service request via SMS. Another challenge was to address the huge volume of incoming calls every day. There was also the need for SS7 mobile numbers for agents to make cost effective call outs to advertisers for contract renewals.
Solution from Tata Docomo Business Services
Tata Docomo Business Services (TDBS) provided Sulekha.com with Toll Free Number (TFN) to carry customer calls from different locations. To enable cost efficiency, SS7 Primary Rate Interface (PRI) Global System for Mobile (GSM) was also offered. Additionally, Session Initiation Protocol (SIP) Trunk with 300 channels was set up in central locations and SS7 mobile number and TFN calls were routed to its Public Switched Telephone Network (PSTN) pilot number.
TDBS’s technology involving geography based routing facilitated location and language based steering to the right call centre executive. The robust SMS gateway platform was integrated with data pertaining to Customer Relation Management (CRM) so that trouble tickets and service request numbers were timely delivered to the customers’ mobile numbers.
Joyjeet Bose, Head-SME Operations, South-Tata Teleservices Limited commented, “Sulekha.com is a geographically spread company and it required solutions which could lend it a Single Office experience. Tata Teleservices’ technology involving geography based routing, a robust SMS gateway, along with a Toll Free Number (TFN) allowed Sulekha.com to integrate operations and processes across the country. This helped the company in operational efficiency, better customer experience and save costs.”
The solutions offered by TDBS enabled Sulekha.com to achieve operational efficiency, while giving a local flavour to its customers. It supported the geographically-spread company to enjoy a Single Office experience in spite of having distributed offices and a support and service network which was spread across the country.
TDBS solutions also helped the company to consolidate operations and seamlessly function through the process of implementation of digitization.