Case Study: Zomato achieves faster call handling and higher CSAT with Ozonetel’s cloud contact center

Zomato boosts customer support with Ozonetel, cutting call abandonment 20%

Zomato, a major food delivery platform, faced significant challenges in managing over 21 million customer calls due to rising order volumes. Their legacy system could not handle the high and fluctuating call loads, making it difficult to ensure fast routing, effective tracking, and complete data privacy. To automate and streamline operations, Zomato partnered with vendor Ozonetel for a scalable cloud contact center solution.

Ozonetel implemented a cloud-based contact center with intelligent routing and virtual numbers. This solution provided faster agent response, improved visibility, and maintained full privacy for customers and partners. The results for Zomato included a 20% reduction in call abandonment, a 20% higher CSAT score, and 100% faster call response times, which supported their expansion across India and the UAE.

Zomato