is India’s largest online food and grocery store present across 26 cities in India and offering over 18000 products across over 1000 brands.
  • After launch, the team at BigBasket was not getting the benefits they had hoped for. The issues were related to:
    • Time taken to deliver customised solutions
    • Centralised multi-city support
    • Requirement to integrate support desk with telephony solution
  • Scalable telephony solution in line with expansion plans without involving high CAPEX
  • Ozonetel deployed a CRM integrated on premise cloud call center solution in July 2013
  • Single view of multi-channel contact with customers – Voice, Email, social media, call
  • BigBasket has saved close to Rs 5 lakhs in Capex over two years
  • BigBasket is consistently managing AHT (Average Handling Time) of 2.5 minutes
  • Able to achieve industry leading FTR (First Time Resolution) of 85%.
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“We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per-agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue; when revenue has grown ten-fold over two years. Due to this stable and robust solution, we are consistently managing AHT of 2.5 minutes and are able to achieve industry-leading FTR of 85%..”
Hari Menon, Co-founder, BigBasket