Case Study: BigBasket achieves 85% first-time resolution with Ozonetel’s omnichannel CX

Bigbasket achieves 85% FTR with Ozonetel

BigBasket, a major Indian e-commerce company, faced challenges with fragmented CTI integration, limited personalisation, and rigid carrier dependencies. These issues led to disjointed customer journeys and constrained scalability for their sales and support operations. To address this, they partnered with vendor Ozonetel.

Ozonetel implemented an omnichannel solution that seamlessly unified BigBasket's Zoho CRM with a flexible telephony system and an intelligent IVR. This enabled smarter call routing and context-rich interactions. The results were significant: BigBasket achieved an 85% first-time resolution rate, reduced average handle time from 5 to 3.5 minutes, and scaled from 8 to 700 agents on the same Ozonetel platform while ensuring 95% of calls were answered within 10 seconds.

Bigbasket