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Replacing existing traditional customer support phone lines and software with Cloud IVR for a logistics company

The Challenge

Our client operates as a consignment forwarding agent for several logistics & courier vendors that depend on our client’s services for consignment delivery across several cities in Dubai.Company was facing several challenges such call handling & forwarding to the right agents, resolving customer issues quickly and shipment status updates due to traditional hardware based phone lines and software. It was impossible for the traditionally built system to scale and company was spending heavily to purchase more phone lines to handle the call load.

The Solution

ADVANTON offered a cloud based, fully customized IVR (interactive voice response system) software that integrated well with the client’s existing website database and and an in-house MS SQL database that was used to contained shipment records, customer account details, consignment details and other records. Cloud IVR offered a single number for customer & vendor support that is capable of routing calls based on the customer inputs, auto attendant to greet callers, automated response for shipment status updates and consignment booking updates. Client organization has the option to display/hide phone numbers for callers who do not have an account or never booked any consignment.

Cloud IVR enabled the company to get rid of all the traditional phone lines, hardware and software.  Our solution helped the company save 25% in costs that was earlier being spent of phone lines and expensive software licenses.

Technologies and Platform

TWILIO APIs, MS SQL server 2008, PHP/MySQL

Symfony, asp.net, windows IIS, apache server

Cloud IVR implementation

If you want to get rid of your traditional phone lines and want to provide exceptional customer service support to your online of offline customers then CLOUD IVR is to the solution for you. Call us on +1(205)624 7254 or leave us a message. Our client associate will be in touch with your shortly.

 

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