Redbus.in

Executive Summary

It is an important goal for RedBus to enhance customer experience, increase customer retention, ensure anytime anywhere availability and reduce the number of calls going unanswered. To make these goals a possibility RedBus equipped its call center with a solution that automates and manages its customer interaction process with a guarantee of high availability.

Challenges

The irregular call volume and seasonal spike in calls was a challenge for RedBus. The common queries that their call center received were related to reschedule or cancellation of ticket and bus status. They wanted to ensure that none of their customer calls went unanswered and there was a solution in place to get back to the calls that got dropped.

What Changed At RedBus

We offered the CZ SME Suite to RedBus. The centralized view (C_View) on top of CZ SME Suite integrated their contact centers spread across different locations on a single system, making it easier for them to track and analyse interactions happening across their organisation. This also means that RedBus can now transfer calls to different locations to handle call spikes, based on the call load of different geographies. As an extension of the CZ SME Suite, RedBus also got our advanced features that help them deliver intelligent support to their customers. They can recognize premium customers by phone number before their call connects and ensure that theri wait time is less. They also get skill based routing with CZ IVR that route calls on the basis of language so their customers can get serviced in their local language.

What This Means

• The Salesforce integration with CZ SME Suite helps RedBus keep track of repeat customers and gives them tonnes of data to base their business decisions on.
• They get an easy to use DTMF based C-SAT tool to get feedback from their customers.
• C-View or centralized view helps them track and manage call peaks more efficiently.