How We Enhanced Customer Engagement for an E-commerce Player with Hosted PBX

4 mins read

At Servetel, we are proud to be one of India’s pioneering providers of Hosted PBX (HPBX) services. Our cloud-based solutions provide companies with a professional phone system. This eliminates the need to invest in expensive hardware or maintenance and can be easily adjusted to meet changing business needs.

Let’s examine how Servetel's customisable hosted phone system leveraged the latest technology and benefits leading companies.

The hosted phone system our client needed

One of our clients—a giant in the IT e-commerce sector, aimed to enhance their customer engagement and experience. They were also looking to improve their brand image, customer service, and provide a safe and convenient way for employees to work remotely. These were some of the most prevalent needs during the pandemic worldwide.

The business communication solution we provided was simple: a hosted PBX system tailored specifically to meet their business needs.

How we helped our IT client with SERVETEL’S HOSTED PBX SOLUTION

A hosted PBX (or Private Branch Exchange) system is a cloud-based communication platform that is hosted and managed by a third-party provider.

Our hosted PBX services significantly improved their business communication and streamlined day-to-day operations for our esteemed client.

By leveraging our advanced telephony solutions, we successfully addressed their pain points and helped them conduct their business more effectively.

Along with the hosted PBX solution, they received a multitude of features that enhanced the solution’s functionality for their specific needs.

Popular features

Call Management

The hosted PBX system helped our client manage all calls efficiently with features like call routing, auto-attendants, call transfer, and call queuing.

Virtual Mobile Numbers

Our virtual numbers with local and international area codes let our client establish a local presence in different cities and countries.

Voicemail

This feature in our hosted communication solution provided customisable voicemail options. These included voicemail-to-email and voicemail transcription, allowing the client to manage leads efficiently.

Mobile Compatibility

Our hosted PBX system offers mobile compatibility, which was quite helpful for our client during the pandemic era. Their employees could use smartphones to handle business calls and access the same features available on any device.

Analytics and Reporting

The client was privy to real-time analytics and reports to track call volume, call duration, and other metrics. This helped them make informed decisions and improve their hosted PBX system.

Integration with Popular CRMS

Our hosted PBX system can integrate with other business applications such as CRM, helpdesk software, and business process automation tools. This makes it easier to manage workflows and improve customer service.

How the hosted PBX benefitted our clients

Improved accessibility

Our client no longer needed any on-premise infrastructure—except for the computers they already owned—while implementing their hosted PBX system. We took care of all technical and infrastructural requirements from our centralised location. Our services included storing their data on a centralized repository accessible by authorised employees from anywhere, anytime. Employees could work remotely with just a smart device and internet connection.

Cost-effectiveness

An on-premise IT infrastructure requires regular updates, patching, and troubleshooting. Our cloud-hosted PBX, however, removed the need for such processes. We managed our clients’ telephony system, from phone line installation to maintenance, saving them significant costs. This aspect was extremely beneficial for our client. It allowed them to put more resources towards the core of their business, sourcing and delivering products.

Scalability

Our cloud-hosted PBX offer scalable capacity and a pay-as-you-use model. This way, our client only paid for the resources they used and increased or decreased the number of phone lines as needed. For instance, they asked us to add more lines while witnessing a seasonal increase in call volume, and only paid for the additional usage. Later, they scaled back after the period of high demand.

One-stop solution for all communication

The hosted PBX system provided our client’s employees with a comprehensive view of organisational data. When our client’s support team needed information from another department to resolve a customer’s query, they could easily message the personnel concerned. Our client’s agents could also manage customer information from various sources from a single place with quick access to CRM platforms.

Our hosted PBX system has become a highly valued asset for our clients in the IT and e-commerce sectors. Using our hosted PBX system, our clients have been able to enhance the quality of their services and offerings. Simultaneously, they could also provide their customers with a sense of being heard and valued.

With the implementation of our hosted PBX system, our clients have been able to streamline and simplify their operations, leading to increased efficiency for their agents. Our hosted PBX system has also positively impacted our clients’ sales, marketing, and customer experience strategies.

If you're also interested in improving your business communication and customer experience, our team is always ready to assist you.