Case Study of Netmeds

Executive Summary

Netmeds helped their customers skip the long call queues and traditional email contacts, to get instant response on their common queries like delivery. They also improved their agent performance by adopting the advance agent productivity tools of CZ SME Suite.

Challenges

When it comes to health, everybody is cautious and want instant response. Dialing a number to inquire about a medicine and going through the call queue can be extremely tedious, same applies to emails. Netmeds realized the same with their customers. To provide instant gratification to their customers, Netmeds was looking for an integrated solution that could deliver information with minimum agent involvement.

What Changed At Netmeds

Netmeds adopted the CZ SME solution for their support representatives for its easy integration to their in-house CRM. With this integration the system can identify callers on the basis of incoming call numbers and the agents can see all the information about the caller along with their interaction history before they answer the call. Any updates done by the agent in the telephony gets synced automatically to the CRM. CZ SME also helps Netmeds to check pincode wise delivery eligibility and provide this information over IVR. CZ Chat balances their call loads by answering some of the customer queries on chat.

What This Means

• CZ SME Suite has an inbuilt SMS integration that helps Netmeds send latest offers over SMS.
• Netmeds can run robocall process to remind customers of uploading their prescriptions.
• They can now provide a large amount of data like delivery eligibility, order status, order confirmation etc. with minimum agent interaction through their IVR. This has helped increase their call containment by 37%.