Case Study of Wonder Home Finance

Executive Summary

Wonder Home Finance, a leading player in the housing finance sector, sought to enhance its telephony operations across 125 branches.

C-Zentrix provided a robust and integrated telephony solution, enabling seamless call management, centralized communication, and increased productivity. With the new system in place, Wonder Home Finance achieved significant improvements in customer engagement, regulatory compliance, and operational efficiency.

Challenges

• Difficulty managing telephony operations across 125 branches, leading to missed customer calls.
• Lack of a centralized system for handling inbound and outbound calls.
• Inefficient internal communication between branches.
• No integrated call transfer, conferencing, IPBX, or IVR functionality.
• Absence of a fallback mechanism to handle overflow calls centrally, resulting in missed business opportunities.

Solution provided by C-Zentrix

C-Zentrix deployed a fully integrated telephony system tailored to address Wonder Home Finance’s unique requirements. The solution included:

• Single-Box Architecture: A unified telephony server seamlessly connected with the client-procured third-party IPBX.
• Desk-less and Desk Agent Support: Configurations enabled mapped DIDs for desk-less agents, while overflow calls were routed to central desk agents.
• Advanced IVR System: Efficient call routing based on business hours, holidays, and specific customer queries.
• SIP Trunk Integration: Smooth connectivity for all inbound and outbound communications.
• Call Management Features: Real-time call monitoring, barging, and comprehensive call analytics.

This streamlined solution ensured effective internal communication, centralized call handling, and consistent customer service delivery across all branches.

What This Means for Wonder Home Finance

• Enhanced Compliance: Achieved 100% compliance with RBI regulations for selling financial products and home loans over phone and online.
• Comprehensive Call Recording: 100% call recording for both inbound and outbound calls, ensuring regulatory adherence and quality control.
• Centralized Call Management: Improved tracking and coordination across 125 remote branches.
• Increased Sales Efficiency: Enhanced communication led to improved sales performance in remote locations.

Customer Testimonial

“C-Zentrix has revolutionized the way we manage customer interactions across our branch offices and central help desk. With their robust contact center solution and integration with PBX, we ensure no customer call is ever missed. The seamless integration, real-time monitoring, and intuitive interface have significantly improved our response times and customer satisfaction. C-Zentrix has truly become a critical partner in delivering exceptional service to our home loan customers.”