Case Study of Snapdeal

Executive Summary

Snapdeal.com which was initially launched as a deals company got converted into a full-fledged online market place and retail website, headquartered in New Delhi, India. The Company was started by Kunal Bahl, a Wharton graduate and Rohit Bansal, an alumnus of IIT Delhi in February 2010. It has grown rapidly as the leading online market place for goods including electronics, fashion, apparels, lifestyle products, etc.

Challenges

Snapdeal wanted to improve the average call handling time at their contact center and needed a system that could scale with ease. C-Zentrix's Enterprise Suite gave them features like skill based routing, automated IVR with text-to-speech engine, single use interface for agents, third party integrations - etc. that empowered their agents to handle queries quicker.

What Changed At Snapdeal

C-Zentrix Enterprise Suite provided Snapdeal a highly scalable platform with high availability (HA Mode) and integration with multi channel communication platforms. The easy to install and quick to scale capability of CZ Enterprise Suite helped Snapdeal scale quickly fro 10 to 200 agent seats. The CZ Enterprise Suite brought the following features to Snapdeal's contact center - skill based routing, automated order status announcement using TTS (Text-to-speech) engine, auto dialer facility, standard CTI API, call control APIs, C-Sat survey over IVR and integration with 3rd party CRM.

What This Means

• The IVR with TTS engine automated the order information delivery system at Snapdeal
• The CTI integration with Snapdeal's CRM flashes all the customer related information on the agent's screen before dial out.
• Advanced skill based routing helped Snapdeal to classify their agents on the basis of expertise like, refund, order cancellation, etc. and filter call through IVR to route them to the correct agent. This improved the handling time drastically.