Case Study: Tata 1mg achieves 2X higher lead conversion with Ozonetel

TATA 1mg boosts lead conversion 2X with Ozonetel

Tata 1mg, a major healthcare D2C company, sought to streamline its customer communications to support rapid expansion but faced challenges from manual workflows, fragmented data, and unsecured information sharing. These inefficiencies hindered inside sales, limited visibility into agent performance and customer sentiment, and threatened customer trust. To address this, they partnered with vendor Ozonetel to implement its oneCXi platform and AI-powered solutions.

Ozonetel provided a centralized solution featuring an AI-led Voice of Customer platform for real-time sentiment analysis and an Automated Quality Audit to monitor 100% of agent calls. This enabled Tata 1mg to identify key conversion blockers, optimize agent performance, and automate queries. The results were significant, including a 2X higher lead conversion, a 60% increase in customer retention, and 15% higher business growth, alongside improvements in resolution times and customer satisfaction.

TATA 1mg