Case Study: Delhivery achieves faster, more efficient customer support with Ozonetel

Delhivery cuts customer wait times 4x with Ozonetel

Delhivery, a fast-growing logistics company, faced significant challenges managing its high volume of customer queries. With 83,000 incoming calls daily, the company struggled with poor call handling, high abandonment rates, and long customer wait times. To address this, Delhivery partnered with Ozonetel to implement its Cloud Contact Center platform.

Ozonetel's solution utilized multi-level IVR, automated routing, and SMS plugins to automate 60% of calls, allowing for self-service options like rescheduling deliveries. This implementation led to a 3x better call handling capacity and 4x shorter customer wait times. The results also included a 3.5x lower cost per customer and a 40% improvement in operational efficiency, significantly streamlining Delhivery's logistics support operations.

Delhivery