Background
During the last few years, the Indian retail market has seen considerable growth in the organised segment. Major domestic players have entered the retail arena and have ambitious plans to expand in the future years across verticals, formats, and cities. Providing uniform customer experience across multiple touch points and across cities and multiple branches is a key challenge.
Marketing campaigns are executed centrally as well as by the regional teams across various channel’s and publishing multiple contact numbers results in loss in efficiency and customer satisfaction as a result of missed calls
Solution
A single ten digit mobile number is communicated and basis the mobile no series & std code of the received calls, call routing is executed to the respective locations with music on hold, real time capturing of missed calls, answered & dropped calls, with template based sms reverts to customer and notifications over email & or sms to company employee’s/location incharge ensures much better monitoring. Location based web panel to capture customer information, mini-crm for capturing interaction’s, set follow-up dates, transfer/assign to other employees along with sms/email notifications. Results in much higher marketing spend roi. Hierarchy based web panel for real time monitoring and analytics etc helps in better planning and strategizing.
