Executive Summary
Powered by C-Zentrix's SME Solution and integrated
with Robo Call, Lenskart streamlined all their CX
processes and achieved greater success rate on their
cash on delivery orders.
Challenges
Before adopting CZ SME solution, Lenskart's customer
management process was spontaneous. They wanted to
bring all their outbound and inbound, lead management
and customer relationship under one solution. They
also wanted a system to reaffirm the cash-on-delivery
orders apart from dialing leads coming from different
marketing channels.
What Changed At Lenskart
- The CZ SME Suite solution integrated with CZ Robo Call
helped Lenskart get better control on their lead flow.
Lenskart got a solution that streamlined leads coming from
multiple channels and campaigns into a database.
-
These leads are dialed out based on the rule defined by the
admin at Lenskart. They can also assign priorities for different
campaigns or channels. With a detailed database system they
can now track the queries they receive and ensure resolution.
- CZ Robo Call helped Lenskart to reaffirm the orders
received with COD so they could avoid confusions related
to price and intent of the purchase.
What This Means
- With CZ Robo Call integration, Lenskart can instantly
dial out to COD customers and reaffirm the price of
the product, expected delivery date, address etc. the
input based CZ Robo Call also helps Lenskart take
confirmation of the order over the call.
- CZ SME Solution helps Lenskart run their entire
customer experience division over a single box.
- Instant dial out to leads has helped Lenskart convert
more visitors into business.
- Lenskart can handle all their interaction, be it for
marketing, lead management or support from a single
solution.
