Case Study: Zostel achieves unified call routing and consistent customer experience with Exotel's IVR

Zostel Uses Exotel’s IVR System to Bring All the Zostels Under 1 Roof

Zostel, India’s first chain of backpacker hostels, was rapidly scaling to 14 locations and struggling with fragmented call handling — each Zostel had its own phone number, making it hard to track bookings, monitor quality and control costs. To solve this, Zostel engaged Exotel and its cloud telephony/call support solutions, including a multi-level IVR, to centralize customer-facing communications.

Exotel implemented a single customer-facing number with a customizable multi-level IVR that instantly routes callers to the correct Zostel and an easy-to-use dashboard to track, filter and listen to individual calls. The solution replaced 14 separate numbers, centralized booking and quality checks across all 14 Zostels, enabled on-the-fly call-flow changes, and eliminated costs associated with PRI lines and STD rates—giving Zostel better control of the on-call experience while supporting continued scale.

Zostel

Kshitiz Bansal

Reservation & Customer Experience Manager