Case Study: Sulekha achieves improved customer experience and safeguards privacy with Exotel's User Virtual Number (UVN)

Sulekha Uses User Virtual Number (UVN) to Improve Customer Experience & to Safeguard Customer Privacy

Sulekha, a leader in India’s services marketplace that connects users with local service providers, faced customers getting unsolicited calls after their requests were fulfilled because phone numbers were sometimes passed to third-party partners. To stop spam and protect customer privacy, Sulekha engaged Exotel and its User Virtual Number (UVN) virtual phone number / number-masking solution.

Exotel implemented UVN—dynamic virtual numbers assigned per engagement that route calls only during the active interaction and expire afterward—so service partners never see users’ real numbers. The Exotel solution eliminated spam and privacy breaches while giving Sulekha detailed call analytics (connect and response rates, response time, request resolution), enabling better monitoring and process improvements that enhanced the customer experience.

Sulekha

Satya Prabhakar

CEO & Founder