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A collection of unique case studies for the various implementations we have done for our esteemed clients. For information on your particular domain, please write to us.

EC of India Hospital Automobile Manufacturing

Voter Helpline 1950

1

Client

State Election Commission, Govt. of Karnataka

2

Problem

There is no helpline or single number dedicated to voters to get their issues and queries resolved. Niether is there any definite single number to report Model Code of Conduct violations during the onset of elections - Assembly of Parliament. There was no accountability or monitoring, hence the service was more or less defunct.

3

Solution

Based on the mandate from the Election Commission of India, the SEC of Karnataka for the 1st time setup a dedicated call center for the Assembly Elections 2018. Based on the success of this project, ECI mandated that a dedicated call center by setup at all Districts, which will have a 24x7 operation with a toll free number 1950 common to all districts and state call centers.

4

Platform

1. Crosscode's CIMS call center platform was the system that help setup all the 30 DCC and 1 state level call center.
2. CIMS was integrated with their NGRS complaint portal for a single screen operation.
3. CIMS provided a CRM based call routing directory with a click to call to route calls from 1 DCC to another.
4. 100% voice logs and exhaustive reporting and MIS for all centers.
5. Intelligent and automated call routing was enabled at all DCCs to provide 100% response in case DCC was not answering citizen calls.
6. Real time connect with flying squads, police vehicles for reporting MCC violations.
7. Was appreciated across media reports.

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Hospital Communication Systems

1

Client

Fortis Hospitals, Mulund & Vashi, Mumbai.

2

Problem

As a leading hospital, which was highlighting its ultra-modern facilities and treatments, it was receiving a huge response, which was flooding the patient call reps and was leading to huge abandoned calls, long queues, dissatisfied customers

3

Solution

A patient communication center integrated with the hospital’s existing PBX which was dedicated to handle only call based interactions with patients or customers. DID based distribution of calls was done to decrease call loads. Missed call pop-ups used to enable instant call backs to abandoned calls, thereby maintaining continuity.

4

Platform

1. Complete call center platform provided by Crosscode with inbound + outbound capabilities.
2. Missed call alert pop-up pushed to agent desktop for every abandoned call. Once call back is made the list is updated.
3. IVR based call distribution.
4. Real time queue stats on dashboard.
5. Integrates with existing hospital PBX (Siemens HiPath, NEC) so as to enable calls from the extensions.
6. DID based call routing is done for specific departments like Finance, Purchase, etc, which are used by vendors.
7. Integrated Ambulance Dispatch Call Routing system, which is also a system provided by us for handling medical emergencies & ambulance services for whole city of Mumbai.

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Automotive CLM + Contact Center

1

Client

Advaith Hyundai, KUN Hyundai & Talwar Hyundai - the biggest & most awarded Hyundai automobile dealerships in India with multi location operations.

2

Problem

There was no group wide pan location enterprise information platform and with increasing scale and numbers, it was leading to revenue leakage, customers moving away, cumbersome reporting & MIS, inefficient operations.

3

Solution

An intelligent business automation platform that could span across all locations, users and management. Drives their major revenue generating operations – Service & Insurance. Easily accessible from all devices owing to its responsive design and being hosted out of their cloud.

4

Platform

1. CLM platform with integrated communication suite, which includes capability to interact over call, SMS, email, Web forms, mobile apps, chat.
2. Automates the process flow for both Service and Insurance operations according to the business rules of the group.
3. Centralizes all OEM/Brands across all outlets into a single platform.
4. Enables a single call service to their end customers, such that maximum possible interaction & information is exchanged with the customer on a single call, rather than making multiple calls for different reasons frequently.
5. Complete MIS and performance monitoring across the whole organisational hierarchy.
6. Delivers 67% productivity improvement in tele-calling activities
7. Mines data to generate leads from within the organisational database, which betters conversions and also saves money expended to generate leads from external sources. 

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National Helpline RSA

1

Client

Allianz Global Assistance - partner for a luxury car manufacturer.

2

Problem

Client wants to setup an integrated, private cloud based customer communication platform that will integrate with their enterprise CRM and the complete set will be accessible to individual users from dealer locations/sites

3

Capabilities

Only solution in Indian automotive domain to integrate with the OEM's DMS platform for Service (on Seibel).
Also integrates with the OEM's LMS platform for Sales management (on SalesForce).
Provide cloud based CTI centralized layer.

4

Platform

1. An integrated CLM + contact center platform with CTI integration with Siebel to fetch customer data for every incoming call or every customer contact initiated by the individual executives at any dealer location or site.
2. The complete setup is hosted within the OEM’s datacenter and is served to the dealer locations over the Internet.
3. The platform integrates with the local ISDN PRI trunks terminated at each dealer location.
4. The CLM platform drives the whole Service Marketing, Insurance Renewal & Quick Response operations for all dealers.
5. The eCLM – which is the hand-held interface for CLM to field executives is used by on-field executives to dial & receive calls , key in activity updates, etc in real time from the field.
6. A single platform that delivers required analysis, mobility and communication capability to drive customer retention & loyalty. 

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