New Delhi: Tata Tele Business Services (TTBS) has extended its advanced cloud communication suite- Smartflo to Redcliffe Labs. In order to provide the patients with the best experience built on a robust communication platform, TTBS deployed their flagship solution Smartflo, which streamlined call handling, allowing the team to collectively manage multiple calls and capture patient leads effectively.
The customisable AI-based IVR and multiple VPN-based channels now enable Redcliffe to manage these calls effectively. The cloud-based nature of the platform simplified call log maintenance and analytics reporting, providing a feature-rich yet straightforward solution. TTBS Smartflo offered an SLA-backed uptime of 99.5 per cent to the users for a smooth flow of voice-based operations, providing the required cost efficacy and scalability.
Aditya Kinra, Vice-President, Tata Teleservices said, “Smartflo’s robust features and seamless integration capabilities ensure that Redcliffe Labs can manage its high call volumes efficiently while maintaining the highest standards of data security and customer service. We look forward to continuing our support as they expand their operations and enhance their diagnostic services.”
Pradeep Tomar, VP Technology, Redcliffe Labs said, “By integrating Smartflo’s comprehensive suite and features with our CRM system, we have further strengthened our ability to manage inbound and outbound calls. This enhancement enables us to deliver even more timely and accurate information to our patients and caregivers, significantly improving overall customer satisfaction.
He added, “With Smartflo, we have further enhanced our agility to scale our operations as we grow, ensuring that we continue providing top-notch diagnostic services across all our locations. We are delighted about the positive impact of this collaboration on our operations and look forward to future advancements”
By adopting Smartflo’s Cloud-based solution, Redcliffe Labs has avoided the high costs associated with complex physical infrastructure, leading to more efficient resource allocation. The platform ensures enhanced security through multiple layers, including 128-bit AES encryption and multi-factor authentication, which guarantees encrypted and secure communications. The seamless integration with Redcliffe’s CRM system allows for effortless access to dataflows, facilitating the creation of bespoke outbound marketing campaigns and streamlined call management. Additionally, the platform’s agile scalability supports business growth and increased call volumes, while features like AI-based interactive voice response (IVR), call monitoring, and recording provide effective management of both inbound and outbound calls.
Furthermore, the Smartflo dashboard offers detailed business intelligence with insights into call campaigns, including daily call detail records (CDRs), call durations, and response rates. This enhances customer service by enabling the tracking and follow-up of missed calls, improving overall customer satisfaction. The click-to-call functionality allows agents to make manual outbound calls efficiently and utilise diallers for personalised calling campaigns. With a service level agreement-backed uptime of 99.5 per cent. It ensures a smooth and reliable flow of voice-based operations, minimising downtime and disruptions. The proactive marketing compliance feature, which includes do-not-disturb (DND) filtration, ensures that outbound calls comply with customer preferences, avoiding unwanted communication and enhancing the customer experience.
