A New-age Fintech company responds to every new lead in 15 minutes or less

Industry: Fintech
Geography: India
Associated since: 2017

Challenge:

After testing numerous other solutions, ClearTax chose Ozonetel to power their customer experience because of Ozonetel’s architectural flexibility and extensive experience in the cloud telephony industry.

With thousands of calls dialed and received every month, Ozonetel equips agents with smart dialers so they can spend more time with live leads and prospects and less time managing CDRs. This has enabled ClearTax to not only thrive on the faster response times, but also automate business critical events such as onboarding, payment reminders, renewals, etc.

The Ozonetel impact:

More than 3% of tax returns in India are filed via ClearTax’s website and mobile app. It is also used by CA firms, businesses, and enterprises across the country.

Without a dedicated calling solution, reaching out to leads, responding to inquiries, and documenting each call was getting difficult for the company. The volume of leads was not helping either. Longer wait times and high abandonment rates started to affect the customer experience.

CTI integration with LeadSquared:

Ozonetel’s integration with LeadSquared has allowed agents to work within the LeadSquared CRM window to access all relevant information about callers, including click-to-call functionality for faster outbound calls. The integration enabled:

• Powerful auto dialing functionality
• Click to call using lead Activity Stream
• Click to call using the Lead Details page

This improvement in calling functionality has helped the company attend to queries faster, thereby increasing caller satisfaction. The integration also ensures calls made through Ozonetel are passed back to LeadSquared CRM along with the call details and recordings for future reference.

First customer touchpoint reduced from 24 hours to 10 minutes:

You read it right. Earlier, agents were spending large chunks of productive time in manual calls and CDR management. Whenever there was a sign-up, the team used to take approximately 24 hours to establish the first touchpoint. Similarly, the first communication to a marketing lead used to take 3-4 hours. Ozonetel-LeadSquared integration has helped the team automate their workflows within the first-contact time frame, reducing it to 10 minutes for customers and 15 minutes for marketing leads.

This integration empowered the company with greater control over level of service and more conversions.

With Ozonetel’s powerful progressive dialing functionality, ClearTax’s agents can now connect with more customers and leads and increase conversion rates. No more manual dialing has resulted in improved agent productivity and more successful outbound campaigns.

Integration benefits at a glance:

Screen pop for personalized greeting

Outbound calls from the LeadSquared CRM page

Agents can click to call using the Lead Activity Stream

Agents can click to call using the Lead Details page

Built-in call recordings in LeadSquared CRM using Ozonetel connector

Smart campaigns with IVR ensured zero resource waste

ClearTax conducts webinars, online sessions, and other activities to educate audiences on easy income tax filing, how to stay compliant with changing policies, and more, which they effectively promote with smart IVR blasts. The IVRs, created by Ozonetel’s drag and drop interface, have guided thousands of customers and prospects through the onboarding process, resulting in faster resolution of issues, increased inbound leads, and improved customer experience. The team also uses IVR blasts to confirm  payments made by customers.