Case Study: Flipkart increases operational efficiency with Kaleyra's Cloud Telephony platform

Flipkart Increases Operational Efficiency Through Kaleyra’s Cloud Telephony Platform

Flipkart, India’s leading e-commerce marketplace and logistics giant through Ekart, needed a more scalable way to manage millions of repetitive customer queries around orders, returns, and shipments. To improve communication with customers and stakeholders while protecting privacy and supporting real-time decision-making, Flipkart turned to Kaleyra’s cloud telephony platform.

Kaleyra implemented cloud-based messaging and voice solutions, including alerts, IVR, call masking, and outbound calling to automate order confirmations, cancellations, return pickups, and delivery coordination. The results included 8.7 million messages and 10 million calls handled per month, 82% successful deliveries through call confirmation, 34% higher customer loyalty, and 18% overall process efficiency improvement.

Flipkart