Case Study: HDB Financial Services boosts CX and efficiency with Ozonetel

HDB Financial Services achieves 90% first call resolution with Ozonetel

HDB Financial Services, a large Indian non-banking financial company, faced challenges in streamlining its lead management and enhancing customer support. They sought to improve sales efficiency and gain a holistic view of the customer journey, but were hindered by manual processes and a basic ticketing system that created data silos. To address this, they partnered with Ozonetel to implement its CX platform and CCaaS solution.

The solution from Ozonetel included a self-service IVR to automate queries and a robust integration with an enterprise CRM. This provided agents with a 360-degree customer view and automated key processes like lead movement and ticket creation. As a result, HDB Financial Services automated 70% of queries via self-service, achieved a 90% first call resolution rate, reduced turnaround time by 5%, and increased agent efficiency by 10%, significantly boosting operational efficiency and customer satisfaction.

HDB Financial Services