Case Study of Swiggy

Executive Summary

Swiggy moved its contact center from a legacy provider to CZ SME Suite and got centralized control over different campaigns. They also got a customer satisfaction tool to conduct services related surveys.

Challenges

Feeding hungry customers is risky business. A few minutes of delay in updating the order delivery status leaves bad experience for the disgruntled customer. Swiggy therefore wanted a solution that promised better up-time and instant support when faced with a downtime challenge. Their legacy solution could not provide them either. They contacted C-Zentrix with an additional need of a centralised dashboard to monitor different campaigns from one place.

What Changed At Swiggy

We provided Swiggy with our SME Suite solution. The CZ SME Suite is an on premise single box solution that brings sturdiness to any business's contact center. The solution provided to Swiggy has a customizable IVR Customer Satisfaction tool that helps them conduct satisfaction surveys for different campaigns. With SME Suite Swiggy gets condition based out bound calling to multiple cities and get a centralised system to manage all their support delivery activities from a single platform. The centralised solution ensures that multiple departments can access customised reports with a single login.

What This Means

• CZ SME Suite provides Swiggy a 360 degree view of the entire call center business along with reports.
• CZ SME Suite is a fully customisable solution with multiple integration options that can easily accomodate the dynamic nature of their requirements.
• The solution helps them run multiple outbound campaigns parallely.
• They get an admin dashboard that shows reports from inbound and outbound campaigns on a single interface.