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    Categories: Case Studies

Knowlarity helps Mr Homecare Provide Better Service

SuperReceptionist boosts customer satisfaction and leads to higher revenue

Home services and care provider Mr. Homecare has developed quite the reputation for great service, consistent quality and top-notch customer satisfaction. Providing services across Delhi, Mumbai and Bengaluru, Mr. Homecare has well over 15,000 customers and is also the back-end expert for other leading startups like Mahindra Rise, Housejoy, UrbanClap, and Zimmber. They’ve got a great product, a forward-looking vision, dedicated founders and employees, and believe in making sure customers get the best experience possible. And they’ve got one more ingredient that has helped them attain success – technology partners like Knowlarity!

But before that…

As with any consumer-centric business that relies on constant interactions and depends upon a consistent level of customer delight, Mr. Homecare used an inbound calling system for prospective customers and sales leads. But as is often seen with traditional business calling solutions, this arrangement left much to be desired. You had customers unable to get through because executives were busy on other calls, calls going unanswered, and even worse, especially for a business that relied upon direct contact with the consumer, no arrangements for taking calls on weekends and after hours.

What this was leading to was a loss of sales – customers would try calling Mr. Homecare and after they found themselves unable to get through, they’d give up and try elsewhere. This would be a difficult situation for any business, and for Mr. Homecare, which prides itself on great service, it was simply unacceptable – they were losing business with every failed phone call.

Knowlarity’s SuperReceptionist comes into the picture

Mr. Homecare then decided to turn to SuperReceptionist – Knowlarity’s comprehensive call handling solution that works for businesses of all sizes. Using cloud telephony, SuperReceptionist let Mr. Homecare set up an affordable (no expensive telecom equipment required), customisable (easy to set up a proper call handling system which suits their operations model) and reliable (24×7 availability with cloud telephony servers run on Amazon’s cloud computing platform) solution which kept customers happy . Even better, SuperReceptionist, being easily scalable, could grow alongside Mr. Homecare without any teething pains!

So how did SuperReceptionist help?

We provided Mr. Homecare with a local phone number and a cloud-based call management system. Taking advantage of SuperReceptionist’s easy configuration and setup,Mr. Homecare could set up a personalised, efficient and customer-centric inbound calling system. Every potential customer who called up no found themselves greeted warmly and swiftly directed to the correct department. This was a win-win situation for Mr. Homecare and their customers: Calls were routed faster; executives were available on weekends; if executives were busy, customers were informed they would get a call back, and in general, customer satisfaction levels shot up, along with call conversion rates and efficiency.

But SuperReceptionist had more to offer. Extensions could be set up in different cities for quicker, more localised service, other departments were also added to the system, it was easy to maintain and made it possible to consistently boost the customer experience. Thanks to the easy management tools in SuperReceptionist they were able to keep a track of call volume and flow, missed calls, and even log calls for quality monitoring purposes.

Everyone’s happy!

As Mr. Homecare’s top management looked into how SuperRceptionist’s call handling prowess was benefiting their bottom line, they were all smiles. In fact, Mr. Homecare’s head of Human Resources and Marketing, Sushrut Munje, had this to say: “Their product has been flawless, support has been a smooth experience. And their response to an emergency situation only reaffirms our belief that they stand by their customers. We are happy to partner with Knowlarity for our cloud telephony requirements.”

Mr. Homecare wasn’t Knowlarity’s first partner to experience the true benefits of the SuperReceptionist cloud-telephony platform – no more missed leads, quick handling of calls, efficient call routing, round the clock, seven days a week customer engagement, better agent performance, and of course, a spurt in customer satisfaction – all this leading to higher revenue! That’s what’s possible with the world’s leading business call handling solution!

Ashok Pandey: