Tata Docomo Business Services says its enterprise solutions enabled Sulekha.com, a digital platform in India for fulfilling local services, to achieve operational efficiency of its call centers and develop business further.
The company owns about nine call centers, catering to customers spread across the country, supporting and specializing in different sets of services. All calls in these call centers are segmented into user complaints and customer support.
A major requirement of Sulekha.com was to route customer enquiries on various services from different language zones to the appropriate call centers or basis services as selected by the user.
Further after receiving a request, services also need to be offered at customers request via SMS.
Another challenge was to address the huge volume of incoming calls per day. There was also the need for SS7 mobile numbers for agents to make cost effective call outs to advertisers for contract renewals.
Tata Docomo Business Services provides Sulekha.com with Toll Free Number (TFN) to carry customer calls from different locations.
To enable cost efficiency, Tata Docomo has also offered SS7 Primary Rate Interface (PRI) Global System for Mobile (GSM).
Also, Tata Docomo ha set up Session Initiation Protocol (SIP) Trunk with 300 channels in central locations and SS7 mobile number and TFN calls were routed to its Public Switched Telephone Network (PSTN) pilot number.
The TDBS technology involves geography based routing facilitated location and language based steering to direct the call to the right call centre executive.
The SMS gateway platform was integrated with data pertaining to Customer Relation Management (CRM) so that trouble tickets and service request numbers can be delivered timely to the customer mobile numbers.
The solutions offered by TDBS enabled Sulekha.com to achieve operational efficiency, will give a local flavour to its customers.
It is supported by 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.
Tata Docomo’s business solutions will aid the digital company to consolidate operations and seamlessly function through the process of implementation of digitization.
Tata Docomo has a fiber optic backbone backhaul network running across 100,000 km and with a 25,000 km access network covering key cities in India. Tata Docomo has 2,000 people in its enterprise business in more than 60 cities across India, working with over 750 partners and over 1600 channel teams.
The popular Sulekha.com brand spanning 40 cities offers services to users and local businesses in more than 500 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.
The company set to become the home-screen icon for local services for 100 million Indians every day, currently connects around 25 million users with 5 million businesses per month across different local service categories.
Sulekha.com has 14 offices and more than 1,300 employees across India, including Delhi, Mumbai, Pune, Ahmedabad, Hyderabad, Bengaluru, Kolkata, Chennai, Austin.
Vina Krishnan
[email protected]
