- The sales organization was 5,000 strong, geographically distributed.
- The sales organization included employees, independent contractors, independent resellers and distributors.
- The sales management team wanted to communicate more actively with the sales organization. They also wanted visibility into the sales activities of the organization.
- While they had many existing enterprise communication tools, they either didn’t work with users outside the corporate email domain or couldn’t enable groups with large team sizes.
- They implemented Teamchat to enable communications across the sales organization. They setup groups of different size, including one group that included everyone.
- In these groups, they were able to add members even if they didn’t have email addresses with the same corporate domain.
- They used Teamchat for collecting real-time reports of daily sales, meetings held, calls made, leads converted, forecasts etc.
- They used Teamchat to track employee activities in the field including customer visit tracking, attendance monitoring that were earlier impossible due to lack of remote supervision.
- They used Teamchat to deliver new product announcements with detailed product brochures, as well as to gather market intelligence re competitors and customers.
- They enabled salespeople to lookup product details, which increased sales conversion rates as well as to file and lookup status of customer complaints.
- They delivered sales and product training materials via Teamchat, including photos, videos and files.
- They used Teamchat to enable reward and recognition (R&R) activities.
- All sales commission information and lookup was delivered through Teamchat.
- Leads from inside sales teams were delivered to sales people instantly
The overall sales performance improved dramatically due to:
- Real-time visibility into sales metrics
- Improved monitoring of sales employee productivity
- Improved insights from market surveys
- Better trained and informed salespeople
- Quicker action on leads improved conversion rates
- Quicker resolution of customer complaints
- Reduced inefficiency and overhead in sales commission payments
- The business was a large chain of hotels.
- The hotel had hundreds of properties across multiple locations that needed real-time monitoring.
- There were dozens of staff who needed to be managed at each location.
- Communication among staff within each property was required.
- The hotel business needed to have communication across the properties and with HQ.
- The hotel’s management asked the staff to download and setup Teamchat on their devices.
- Different groups were setup to link up staff and operations within and across properties.
- Teamchat facilitated CEO to employee communication; the CEO was now able to instantly post messages to the entire employee base, as well as receive structured responses from them, without getting overwhelmed.
- Teamchat was useful in the circulation of brand standards to the hotel team.
- Through Teamchat, operations and key metrics were easily tracked in areas such as reception, housekeeping, food, transportation etc. For example, the housekeeping staff updated checklists while cleaning each room; transportation team would monitor location of cars to optimize drop/pickup times for each guest thus increasing operations efficiency.
- Teamchat helped in the monitoring of performance indicators of employees in each area. This translated into reward and recognition of top performers per day or week.
- Tracking of sales team performance was easily done with Teamchat. Zonal, regional and national managers would each receive their real-time snapshot of the aggregate sales in their territory through Teamchat.
- The hotel deployed Teamchat-integrated Wi-Fi-trackers to track Wi-Fi signal strength in each room; the tracker periodically sent signals through Teamchat; if the signal strength fell below the pre-defined threshold, a service request was triggered to the local technician, who had to accept the request and fix it within a defined time, failing which, it would trigger an escalation process.
- The hotel gathered customer feedback through Teamchat. Unlike paper-based surveys that had a low fill rate, Teamchat helped customers respond to the surveys even after having left the hotel; results were made available instantly to all key stakeholders.
The hotel realized efficiency through:-
- Instant visibility into real-time operating metrics in different locations.
- Quicker response times to customer requests leading to improved customer satisfaction.
- Effective and early detection and resolution of issues, often before the customer noticed the problem. This reduced customer complaints substantially.
- Increased employee satisfaction with Teamchat use, especially among the top performers.
- Increased compliance with brand standards and service-levels at all locations.
- Enhanced efficiency through improved tracking of operation metrics at the various locations.
Large, Diversified Bank
- Each division has a distribution team consisting of field sales and independent resellers.
- The bank introduces new financial products on a weekly basis. At the end of the month it receives sales updates from the field teams.
- The problem was that if a product fails to sell, the sales manager learns about it only at the end of the month, when it’s too late to improve sales performance.
- They wanted a sales team communication tool to help motivate the team and boost overall sales performance..
- The personal loan division deployed Teamchat in its distribution team of 5000 salespeople and resellers
- The admin setup multiple groups: by region, by product and by rank. The individual users also setup their own groups as required.
- The sales manager published new product information, including marketing collateral, along with a poll.
- The sales team voted on each new product based on their estimate of whether the product would sell well or not.
- As the votes came in, the sales managers got instant feedback on the sales team sentiment. They found that the team sentiment was a strong lead indicator of the end-of-month sales performance. For products that received negative votes, the managers re-launched alternative offers.
- Additionally, they used Teamchat for employee motivation; they asked for daily performance on Teamchat and accordingly gave out reward and recognition by announcing salesperson-of-the-day awards & so on
- The sales team used it for constant communication sharing best practices and suggestions with their colleagues.
- Sales people that had queries about product details were able to get instant responses from the support team.
The sales team performance improved dramatically through:
- quick replacement of unpopular products
- increased competition among sales team members
- instant resolution of sales team queries
- sharing of best practices among large teams
- live reporting to sales managers leading to faster decision making
Low Audience Engagement, Low Networking
- Conferences attendees often complain about low audience engagement.
- Most attendees are unable to engage with or learn from their peers, who may not be speakers.
- Most attendees are unable to ask their queries to speakers.
- Small interest groups focused on niche topics are unable to network with like-minded attendees.
Audience Engagement by Gathering Feedback
- A 1-day mobile commerce conference attracting hundreds of attendees used Teamchat to enable audience engagement.
- Attendees were asked to download Teamchat and join the specified public group individually. Download instructions were distributed in written form with registration materials and through slides projected on the backdrop.
- Headlines from speaker presentations were published through Teamchat. Thus, attendees in one session could simultaneously track the headlines from other parallel sessions.
- While keynote speakers delivered their presentations, many users posted polls and surveys to gauge audience views on relevant topics. This provided an instant snapshot of the audience views. Thus, attendees were able to gain from the experience of both the speakers and other attendees.
- Users also started discussion threads around specific sub-topics. Audience members were able to share their respective experiences on that specific sub-topic. Thus, niche groups could create their own “special interest groups” and share experiences with like-minded attendees.
- During panel discussions, audience members were able to submit their questions through Teamchat. The panel moderator was able to quickly scan all the submitted questions, cluster the related questions and focus the panel discussion on those topics. Thus, every audience member was able to ask the question instantly. Likewise, the panel was able to address more questions efficiently.
- At the end of every presentation, the organizers submitted a poll to capture instant feedback from the audience about the session. To manage sensitivities, the aggregated poll results were hidden from the attendees and were visible only to the organizers. Thus, the organizers were able to instantly and conveniently gather feedback from the attendees.
- To enable engagement with sponsor brands, a raffle was organized through Teamchat. Users could participate with a single click. At the end of the event, winners were announced through the app, and sponsored prizes were handed out to them. Thus, the sponsors were able to engage the attendees in an entertaining and engaging way without disrupting the rest of the proceedings.
The presence of such an app to engage the event audience was a success as-
- It is an engaging and user-friendly app which helped them gain more out of this event than similar past events.
- It was connecting the speakers and the audience very well. Attendees could get their questions answered without a rush for the mike.
- Networking amongst attendees with same interests was more effective. The discussions were more focused and in-depth than before.
- The organizers were able to capture audience feedback about every aspect of the event instantly and conveniently.
- The organizers were able to create better engagement opportunities for their sponsors.
- The organizers were able to engage with the attendees before, during and after the event.
Multibrand Consumer Goods Company
- The company wanted to build a “reverse communication module” to enable the field teams to communicate to HQ
- Packages (e.g. soap) often get damaged reaching from the factory to the store shelf
- The retailers would complain to the field sales agents of the company
- The information from the field (3000 sales agents) was not reaching HQ resulting in weaker sales and high return costs
- They deployed Teamchat as the reverse communication module
- The field staff was asked to take photos of any damaged products – if the packaging was torn or the fill level was low – and send it back via Teamchat
- The photos were received at headquarters, analyzed and re-routed to the appropriate brand manager and her team via Teamchat
- Once the brand manager resolved the issues, they used specific forms in Teamchat to report on the status of the issue.
- Summarized reports about the count and status of issues were automatically sent to management teams via Teamchat
- In a later version, the field teams were instructed to take photos with the product barcodes. This enabled automated image processing and instant re-routing of issues.
The company’s sales improved dramatically through:
- instant identification of issues and quick corrective actions leading to lower incidence of complaints later
- reduced cost of product returns
- reduced damage to brand perception
- increased retailer and customer satisfaction
Major Pharmaceutical Company
- Many workflows and reports were paper-based, leading to delays and inaccuracies that cause compliance risk or reduced sales
- For example, one such workflow is the “Adverse Drug Reaction” (ADR) report. Medical Reps (MRs) are required to capture ADR reports from doctors, as required by company and regulatory policies.
- These reports were paper based, leading to substantial delays. Errors in the reports would not be caught in a timely manner. Execs had limited visibility into the volume of reports being filed. Field agents suffered substantial overheads managing and filing the paperwork.
- The pharma company implemented the ADR (Adverse Drug Reaction) forms in Teamchat. These forms were used to capture details of critical emergency cases, where agents could report the issue instantly from the field thru their phones.
- The forms were later re-designed for usability. Forms were broken into smaller chunks for the small mobile screen. Conditional sections of the form were shown only when required. Validation of form data was instant, eliminating inaccuracies.
- Field agents were able to eliminate the overhead related to handling paper. They could file the report anytime, anywhere – even while they were stuck in traffic.
- Field agents received timely reminders in case the forms were left incomplete.
- The reports were re-routed via Teamchat to the appropriate product managers for resolution.
- Summary reports were sent to managers in real-time via Teamchat.
- Compliance managers and execs had real-time visibility into the entire ADR “funnel”. Compliance managers were able to file reports with the regulators in a timely fashion.
- Company is now automating virtually all other forms and workflows.
Company performance improved due to:
- Substantial reduction in compliance risk.
- Improved real-time reporting and visibility across the org
- Quick resolution of issues leading to reduced incidences of new incidences
- Reduced data-entry errors and paper-processing overheads
Major BPO company
- The biggest HR challenge for BPO companies is employee attrition. Employees drop out at alarmingly high levels right from the initial training to later years. Attrition runs at around 50% in the industry.
- The key reasons for attrition are lack of employee engagement. This includes both intra-team communications as well as a lack of connect with their team-leads.
- The companies do invest a lot in employee engagement, but employee participation is limited due to lack of awareness.
- The company was looking for a tool to improve both formal and informal communication across the organization.
- The company deployed Teamchat as the official communication channel. Employees liked the fact that it was as simple as consumer messengers they’re familiar with.
- Team leads were encouraged to form their own teams and communicate with them. Being on their mobile device, it was time-efficient to use.
- The company setup workflows for improved onboarding of new employees and adding them to relevant groups on Teamchat.
- The company drove reward and recognition (R&R) activities with employee participation.
- The company offered entertainment funds for team-use so long as the whole team participated in deciding the activity.
- The company was able to coach and track team leads on engaging more effectively with employees, as well as measure and reward the outperformers.
- The company setup HR groups for employees to quickly raise and address issues. The company setup workflows to handle frequently asked queries such as leave-balance, payslip details and other information.
- Execs and managers were able to get visibility into the engagement levels across the organization.
Employee attrition levels improved due to:
- Improved employee engagement and participation
- Improved access to team leads and corporate HR
- Instant identification and resolution of common issues
- Tracking and rewarding engaged team leads and other employees
Lead Management System
- A financial services company wanted to improve their process for managing and closing leads
- Employees would refer friends and family who may be prospects. Also, inside sales teams would generate leads through outbound calls.
- These leads would first be assigned to a region, depending on the location of the customer. The regional manager would then assign the lead to a specific sales agent
- The sales agent would approach the customer, then update the status of the lead
- The company implemented Teamchat to fully automate their lead management process
- Multiple groups were created for each regional team
- A common group was created to capture all incoming leads from employees and inside sales teams
- They used Teamchat API to implement a rules-engine that executed the desired business workflow. The rules-engine would receive and send messages per the defined workflow.
- As leads were submitted into Teamchat, the rules-engine would forward the lead via Teamchat to the appropriate regional manager.
- Once the regional manager assigned the lead to a specific sales agent, the rules-engine would forward the lead via Teamchat to the appropriate sales agent.
- Once the sales agent contacts the customer, he updates the lead status.
- The lead status is sent back to the original referrer, to close the loop along with information about the referral reward, if any.
- Along the way, summary reports are generated and sent to the executive sales management.
The company was able to improve sales performance due to:
- Quicker action on live leads led to better conversion rates
- Improved tracking of the sales funnel for all stakeholders
- Quicker rewards for referrers brought in more referrals
- Enabling the lead-management system on mobile improved response time at every step in the process.
- The company had a widely distributed organization that was rapidly growing
- The company employed many temporary workers that involved high churn
- While the point-of-sale (POS) system was well integrated, many other business performance metrics were not visible at HQ
- The company wanted to improve visibility and performance of its entire operations
- The company deployed Teamchat across the entire organization – 2,000 outlets and 50,000 employees
- The company setup groups that mapped to their organization. Some of the groups were self-organizing i.e. store managers would create their own groups adding / deleting new staff as required.
- Attendance monitoring was enabled through Teamchat. When employees arrived on site, they had to check-in to work.
- The company used Teamchat not just for people-to-people communication, but also machine-to-machine communication. They connected store cameras to Teamchat, enabling live footfall counting across all store locations. The cameras also enabled the monitoring of paid-promotional displays, which was immensely valuable to the sponsoring brands.
- The stores used Teamchat to also track status of home deliveries, dramatically reducing the excessively inefficient communication overhead.
- The company also invited their loyalty club customers to download Teamchat. They were sent special offers and live limited-time offers via Teamchat. Customers could also lookup the status of loyalty points automatically.
- The company used Teamchat to get instant feedback from store managers on performance of special sales events. Even ad hoc queries were now possible.
- Store managers were able to share best practices across the organization, or react immediately to fast moving trends.
The company was able to improve its operations across many dimensions:
- Improved visibility into operating metrics
- “Remote eyes” capability in stores was very valuable
- Increased sales from loyalty club members
- Reduced communication overhead for store managers
- Increased promotional revenues from advertisers
- Improved HR process compliance, especially for temporary workers
Large Staffing Company
- The staffing company manages a large workforce of over fifty thousand associates
- The entire workflow is manual, inefficient and with significant delays for all stakeholders
- For the staffing agency: the challenges include job assignment, sourcing, invoicing, payments and training.
- For the associates: the challenges include updating personal details, reviewing pay-slip information, attendance, approvals and reimbursements.
- For the clients: the challenges include attendance monitoring, timesheets, approvals, invoicing and payments.
- The staffing agency deployed Teamchat to streamline all their workflows
- Candidates received alerts for jobs matching their profile and location and could respond instantly
- The placement team was able to manage interviews, screening and job offers.
- The sourcing team was able to setup alerts for invoices and payments
- The associates were able to update their personal details including tax information
- The associates could view their payslip information instantly and receive reimbursement notifications.
- The associates were able to mark their attendance and timesheets through Teamchat.
- Clients were able to verify attendance and approve timesheets through Teamchat
- The operations team was able to track and manage the payroll calendar with notifications for billing, invoicing, payments
- The exec team was able to monitor in real-time the company performance versus targets.
- Improved efficiency through dramatic reduction / elimination of paperwork
- Just-in-time notifications for all stakeholders reduced delays
- Improved payments and collections for the company through better operations
- Automation of processes reduced operational overheads
- Client retention improved with increased visibility
- Associates were happier with instant access to personal information
Real time Attendance Management Issue:
- The employees have various jobs to work on including carpentry, machining and plumbing among other jobs. These are mainly blue collar jobs. Greasy hands full of dust and dirt were limiting the use of finger print scanners for attendance.
- The deployment of employees is in different sites. Work scheduling and pooling for workers is planned and managed through SAP. But there was a need to synchronize the work data across these sites in a seamless manner.
- Proper records and management required various work details: login and logout time, the job done, the network, activity for each job, the hours taken to complete the job and at what location for a given worker. A consolidated portal was required which captures this data, maintains it, validates and escalates it for approval in a timely fashion. This would automate all the manual work.
- It was difficult to propose solution architecture without inspecting the site and the environment where deployment has been done and making a thorough assessment with their as-is process and systems,
- The final data at the end of the month needed to be synchronized with the SAP system for payroll.
- The client has a tight budget and the entire proposed solution should be feasible and cost effective.
Attendance Management Solution (AMS)
- The company deployed Teamchat for Attendance monitoring of these labourers.
- The resource planning is now done with the input from the client which can be imported as CSV, XML, Web service etc.
- The main mechanism to take login and logout time details is as follows:
- The labourer punches in a NFC card on a phone having our custom app installation. It registers the punch in/out and takes a picture using an in-built camera.
- NB: The idea of NFC enabled Samsung phones is welcome
- The client exports data of attendance and timing either on demand or at the end of the month. For any discrepancy, we automate an approval flow with the area/project manager who is using Teamchat.
- The labourer punches in a NFC card on a phone having our custom app installation. It registers the punch in/out and takes a picture using an in-built camera.
The resource planning and deployment company has now become very easy with-
- Real time attendance management
- Automation of processes reduced operational overheads
- Improved HR process compliance, especially for casual workers
- Improved efficiency through dramatic reduction and elimination of paperwork
Sales Channel Management and Engagement/Co-ordination Issue:
- The sales department has more than 500 employees and it becomes very difficult for the sales manager/organization to keep track of the daily target and the daily actual sales achieved.
- The organization wants to communicate and to get instantaneous response from the employees without the cluttering of messages.
- The organization wants to recognize the efforts and the performance of the employees so that they can motivate others to perform but without wasting any time in physical gathering of the employees.
Channel Management via workflows
The organization deployed Teamchat in to the sales department having 500 employees.
- At the start of any business day, the sales manager posts a form asking for the sales target of the day which the sales employees have to fill.
- At the end of the day, the manager again posts a form asking for the actual sales of the day which the sales employees have to fill in.
- The manager immediately gets the target sales and actual sales of each employee in a table and chart format with a representation of the achievement success percentage.
- The organization also conducts frequent surveys on Teamchat. Recent one includes a survey asking choice of location for an upcoming international convention.
- Additionally, they use Teamchat for reward and recognition: announcing the star-of-the-day awards, customer testimonials and so on.
The performance of sales team has improved dramatically through
- Increased competition among sales team members
- Instant resolution of sales team queries
- Live reporting to sales managers on a daily basis
- Instantaneous response from the employees
- Smoother, faster and more effective employee performance recognition process
- Sustainable Sales Channel Management and Engagement/Co-ordination
News and Media
- This was a leading news publishing organization that needed coordination across print, web, mobile and other media.
- The ecosystem includes 5,000 reporters, among them editors, beat reporters, invited contributors and freelancers who needed to work collaboratively.
- The organization is widely distributed geographically with dozens of reporters in each city, along with a hierarchy of editors who needed to manage them efficiently.
- The organization needed an efficient bottom-up and top-down communication to identify, filter, polish and publish key news stories as quickly as possible.
- The organization needed to publish news stories as fast as possible, before the competition; this can translate into massive incremental traffic and revenues.
- The organization authorized Teamchat to be setup on reporters’ and editors’ devices.
- They setup groups based on city, state, region and country for real-time communication.
- Draft stories were submitted by reporters through a specially defined Teamchat smart-message.
- With the help of Teamchat, the story flows through different stages as it evolves: draft, pending-verification, investigate-details, drop, escalate-to-state-level, escalate-to-national-level, near-final-copy, proofread, ready-to-publish etc. The smart-message displays a list of possible next-stages enhancing good coordination.
- Teamchat on editors’ and reporters’ devices facilitates the guidance of the story as it develops, moving it along from one stage to another.
- Teamchat makes escalated stories visible to state and national editorial desks as they’re developing.
- Groups are also set up based on city, state, region and country, where reporters share their stories in their regional language.
- This led to reduced clutter that enables greater focus on the priority stories.
Teamchat led to the realization of the following results:-
- Quick publishing of each story leading to higher traffic and revenues.
- Reduced clutter that led to better allocation of focus and resources on the “good” stories, causing an improved quality of coverage with better background information.
- Instant visibility that led to reduced duplicative efforts and increased collaboration among reporters.
- Improved quality of coverage at the state and national level, resulting from the enhanced visibility and check into developing stories for refining before publishing.
- This was a large political party that needed to refresh and consolidate its database of millions of registered party members and other volunteers.
- The party also needed to coordinate with its state and local level sub-organizations.
- There was a need to make instant communication on key messages.
- The party was facing the challenge of collecting ground-level feedback while creating and refining key messages.
- The political party was not able to systematically assign and re-assign tasks, co-ordinate activities and track progress. It was challenging to implement processes and ensure compliance.
- Operations needed real-time information and analysis.
- For party-related communication, the party notified members and volunteers to download Teamchat on their devices.
- Using Teamchat smart-message templates, all members filled in a personal profile providing the party with an absolutely fresh, granular member database that never existed before.
- Party organization into local and regional groups was automatically enabled through Teamchat based on each member’s location.
- Using the Teamchat platform, the party can now send regular updates to members with key messages in response to daily developments. This ensures consistent party communication.
- Through Teamchat, the party quickly develops and tests key messages by surveying the party workers who can vote on existing ideas or suggest new ones.
- With Teamchat smart-message templates, the party collects information about top voter issues organized at a very granular level: by village, city, state or region. This real-time information and analysis drives every aspect of party strategy and planning.
- Using Teamchat APIs, the party has setup workflows to assign tasks (such as in-person voter contact) to party members and volunteers. Unfinished tasks are re-assigned after the designated time to other volunteers. Top performers receive instant reward and recognition through Teamchat.
- Teamchat has helped in the onboarding of new volunteers. Volunteers can self-identify their interests and be assigned tasks automatically based on their skills and availability.
- The party-wide communication has improved
- There is enhanced consistency on outbound messages across all party workers.
- There is a high impact of key messages, as they are refined based on ground-level feedback.
- Customization of party messages is made possible for each locale based on key issues in that area.
- Automation of activity coordination and task management is now possible. This has led to substantial improvement in productivity and results.
- Enhancement of instant reward and recognition has energized members and volunteers who step forward to take on even greater responsibilities for the welfare of the party.
- Decision-making process has improved due to real-time, granular data.
E-commerce / Logistics Company
- This was a logistics company offering warehousing and package delivery services to e-commerce companies.
- The company had thousands of employees and dozens of warehouses.
- Timely delivery of packages for both ways, between the warehouse and the customer was highly needed.
- There was a constant challenge of tracking packages.
- It was a frustratingly difficult process to track last-mile delivery and co-ordinate with customer.
- The company’s monitoring of staff attendance and back-filling absent staff was inefficient.
- The company experienced challenges in meeting seasonal increase in demand.
- The company decided to use Teamchat for tracking packages and employees. Employees were asked to download Teamchat to their devices.
- Using a location-based smart-message template in Teamchat, employees would mark their attendance. Delivery employees would also indicate their location at key points during the day when picking or dropping off a package, or when stuck in traffic etc.
- Teamchat comes with a barcode and QR code scanner that automatically posts messages enhancing communication. This helped to track packages leaving the warehouse.
- The company used Teamchat APIs to setup a custom rule-engine to implement desired workflows. The rule-engine would use the package and employee information to generate custom reports that were sent to managers and customers.
- Teamchat enabled managers to receive a custom report with current status of packages and teams, along with exceptions that needed to be handled urgently.
- Through Teamchat, customers would receive real-time updates on package delivery status reducing the requirement to call customer support desk.
- Reserve staff was easily notified in real time through Teamchat to replace absent staff.
With Teamchat, there was:-
- Improved customer satisfaction through real-time updates on delivery status
- A cut on cost because of reduced calls to support desk members who were freed up to handle other calls
- Improved handling of seasonal peak demand and back-filling of absent staff
- A better response to contingencies with real-time visibility by the managers
- Improved co-ordination and communication across the organization
Building and Construction
- This was a large building and construction company
- There were projects in progress at multiple sites, with thousands of workers at each site
- The paper-based attendance monitoring used was inefficient. Biometric solution couldn’t work since workers’ hands are often soiled.
- There was inaccuracy in tracking where each worker was assigned among the various projects, since decisions were made on-the-spot based on dynamic circumstances.
- Workers were not allowed to carry smart phones or cameras on the site.
- Teamchat can trigger messages with its IOT (Internet of Things) adapters that enable IOT sensors. These beacons are small transmitters that use Bluetooth Low Energy to broadcast signals up to a range of 10 meters. When a beacon is within range of a smart device, the smart device can detect the signal and trigger certain actions.
- The company deployed an innovative and cost-effective solution using Teamchat along with beacons.
- Each employee was given a beacon by the construction company, and recorded the unique beacon ID in each employee’s database.
- No-camera smartphones pre-loaded with Teamchat were docked on site at key locations including the entrance, the exit and each specific work area.
- When a beacon-carrying employee arrived in proximity to the docked device, Teamchat sent a message in the pre-defined group. Thus, Teamchat captured the location and duration of each employee in real time.
- Teamchat APIs were used to setup custom rule-engine that implemented the desired workflows. The rule-engine received each message and aggregated it to generate reports.
- With Teamchat, the company could get accurate information about which employees arrived on time using the generated attendance report. The site report indicated which area of the site the employee worked in throughout the day.
- Teamchat enabled the site managers to receive these reports in real-time thus staying updated constantly.
The company’s use of Teamchat led to:-
- Timely and accurate reporting of attendance and progress in work-areas.
- Timely and accurate payroll processing that enhanced employee satisfaction.
- Reduced errors hence reduced support calls to the HR team.
- A realization of cost-effective and robust measures that did not need custom hardware.
- A quickly and easily deployable solution.
- The elimination of check-in and check-out queues as employees could walk naturally through entrance and exit paths.
- Efficient monitoring of resource allocation to specific projects by site managers through data-driven insights.
Travel Services Company
- This was a leading travel services provider that needed coordination between the field force and business heads.
- The ecosystem includes up to 600 employees spread across the country, including sales representatives on the field and at events, zonal managers and national business head.
- The entire sales reporting process was manual. So compiling sales figures and generating reports was very time-consuming causing significant delay to all stakeholders.
- Tracking the progress of individual tasks at every stage was a challenge as there were no time records.
- The company needed a communication tool that could connect the whole org and give a clearer picture from the field.
- The company deployed Teamchat in the org for tracking sales and overall action on the field.
- Each day, the business manager defines the sales target at the start of the day and the sales person inputs the actual sales at the end of the day.
- The aggregated reports and graphical charts comparing forecast vs actual performance are generated automatically and continuously.
- The reports and charts are sent to the zonal, regional and national managers for their respective territories, giving them instant insights of the team’s daily performance.
- Teamchat has also enabled a task chatlet for the company, through which a person on field can keep updating the status of a task at regular intervals, till the task is completed, thus closing the loop.
- Managers can thus create tasks, assign them and track the status in real time and take necessary action instantly.
- Clear visibility and instant insights from the team leading to enhanced productivity
- Improved efficiency across the org resulting from better monitoring, tighter coordination of tasks, instant detection of delays and rapid adjustments.
- Improved tracking that led to quicker decision making with the help of real time granular data. This encouraged faster responses in the field.
- Automation of the sales tracking workflow and the ease of use led to drastic improvement in the performance of the sales team
- This was a training and business consulting firm providing dynamic pragmatic solutions to organizations.
- The company had hundreds of trainers and expert consultants from various domains.
- The trainers got their post-training questions and feedback from the trainees filled in a traditional manner on pen and paper.
- This resulted in disruption of training schedules and a lot of time was lost in manual data collation.
- There was a lag in understanding the problem areas and taking corrective actions in the training..
- The company decided to use Teamchat for capturing feedback and questions from trainees.
- Before starting the training, the trainer asks all trainees to set up Teamchat on their phones and creates a group with all of them.
- On completion of the training, the trainer posts a chatlet asking each trainee to put in questions if any.
- After the Q & A session, the trainer posts a multi-objective feedback form which is broken in to 4 smaller parts.
- The first part captures the details of the trainees like name, age, etc.
- This is followed by an assessment of the setting to understand what trainees think of the training venue and set up.
- The third and most important part of the form helps capture trainees’ feedback about the trainer and the training material.
- The fourth part includes a quick survey about the overall training session.
- All replies to this form are hidden, so no other trainee can view it.
- A report of this chatlet is downloaded from the admin panel in a csv format and used to decipher what corrections need to be made.
With Teamchat, the company got:-
- Quick and direct insights of what’s working and what’s not in the training session because of a manipulation-free electronic procedure
- Improved and faster corrections in the training in terms of venue, set up, material, trainer and so on.
- A cut of cost because of no more manual data transfer from paper to spreadsheet.
- Access to these reports to view and download from the Admin Panel with ease
- The company was in to organizing big corporate events for various types of industries and verticals.
- The execution department of the organization was split in to numerous teams managing events at various locations. They were looking for swift and easy internal communication tool.
- The on-site volunteers of each team faced challenges while capturing details of attendees as soon as they arrived.
- Gathering feedback from the attendees at the end of each event was difficult. The pen and paper method used was tedious and was not fool-proof. Delay in reports made would make any action from the managers irrelevant.
- Attendees could not be engaged simultaneously and there was a need for a service with on-site and remote support for the event.
- To enhance team connectedness and swift communication, in every marketing collateral attendees were asked to download and register with Teamchat and join the event’s public (open) group.
- To ensure strict adherence and effective use, step-by-step instructions to download and register were mentioned clearly in the collateral and verbally at the start of the event.
- Attendees familiarized themselves to Teamchat by networking even before the start of the event and during the event to participate in the sponsored contests.
- Attendees were asked to post their questions to the panel and give rating/feedback for every session instantaneously thru the app.
- The team also initiated sidebar brainstorm discussions in the group where attendees gave their opinions and conducted real-time polls/surveys about the statements made by the speakers.
- Announcements and updates about the event schedule were easily published thru Teamchat.
- Teamchat was also used to conduct any sort of sponsored raffles or contests and announce its winners promptly.
The company got:-
- Instant insightful data concerning positive trends and negative outcomes, the type of attendees and every other useful information for making inferences.
- Faster flow of information between the speakers and the audience.
- Reduced operation costs since the whole process is pre-set and runs thru a mobile platform unlike in previous cases.
- 24/7 backend support service of Teamchat causing a smooth flow of the event.
- Easy to-use tool, just like any other chat app that attendees could easily adopt.
- Enhanced networking capabilities for proper coordination and follow-up even after the event ended.
- The ops team in this tech startup monitors thousands of servers and the services running on them.
- Each server and service was programmed to send multiple notifications every day with status updates, warnings and alerts.
- The email- and sms-based “fire-hose” of ops notifications was frustrating the team. They were inundated and cluttered with a high number of alerts, making it hard to find the signal in the noise.
- Users outside the operations team were interested in receiving high-priority alerts (e.g. website down), but received way too many irrelevant notifications.
- Escalation processes were difficult to automate. There was no efficient way to update all stakeholders during fire-fighting. This was particularly challenging when users were not in front of the online dashboard.
- The company needed a better way to manage ops notifications.
- The organization set up Teamchat for the Ops department.
- Teamchat was integrated with their Nagios monitoring server. The Nagios “bot” (now, a Teamchat user) would send alerts via Teamchat.
- All alerts were posted as “smart” messages with additional context such as host, service and severity among others.
- Messages related to the same host or service were threaded and aggregated, dramatically reducing clutter. Messages were color-coded based on severity making them easier to track.
- Messages with specific priorities were sent to relevant people; a failure to respond triggered the escalation process automatically.
- The ops team setup workflows for handling escalation paths, status updates and more.
- In fire-fighting mode, the engineers had to just update in one place; all stakeholders were auto-updated via Teamchat.
- The ops team became much more productive as the ops notification became more manageable.
- High severity alerts were not missed. Low severity alerts were responded to immediately as they were routed to the right person immediately.
- Even when the right systems administrator was occasionally unavailable, the escalation process kicked in automatically.
- Notifications also came with corrective action offering a set of pre-defined actions for initiation by the OPS manager leading to faster resolution of issues.
- The OPS team did not have to constantly be at the dashboard because they could get alerts on the phone.
- Other stakeholders outside the ops team got full visibility too: they received the relevant high-severity alerts, as well us real-time updates on corrective measures being taken. This eliminated the communication overhead from concerned stakeholders.
- A growing pharmaceutical company in Russia needed to effectively manage and track its operations
- The company needed a communication platform for sales representatives and zonal managers in Russian language
- Managers needed to track daily tasks and progress of events by field force. So they needed to automate their complicated manual workflow.
- The organization set up Teamchat and created groups at various hierarchical levels needed by the workflow.
- For effective communication, chatlets, bots and workflow was set up in Russian language
- Teamchat facilitated the pre-scheduling of repetitive chatlets at predetermined times for these groups, whereas managers could post chatlets using bots whenever required.
- Field employees (MRs) used Teamchat to fill in doctor’s details in Russian language.
- Replies and reports could be imported in real time immediately from the Admin panel for analyzing.
- Teamchat automated the entire reporting process- from doctor’s registration to doctor’s reports
- Irrelevant communication minimized and adherence to compliance maximized with Teamchat.
- Increased reporting fastened the entire decision-making process leading to better performance.
- There was a reduction in data-entry errors and a significant decrease on the expenses incurred in paper processing.
- Increased employee satisfaction became possible through the adaptation of Teamchat in Russian language.
- The project management team of this startup was tracking the internal software development with the help of JIRA.
- There used to be multiple JIRA notifications every day from various teams like assignment of new tasks, comments, status updates, git commits, build scoping and so on.
- The email based notifications were frustrating the development and project management teams. Their inboxes would get cluttered with a high number of alerts, making it hard to find relevant ones.
- Project managers were finding it difficult to manage the tasks as the development team would miss important ones and required manual follow-ups, leading to missed deadlines.
- They wanted to receive these alerts even when they are away from their desks.
- The company needed a better way to manage the project.
- The organization set up Teamchat for the development team.
- Teamchat was integrated with their JIRA system. The JIRA “bot” (now, a Teamchat user) would send all alerts via Teamchat.
- All alerts were posted as “smart” messages with additional context such as assignee, task number and name along with the notification whenever an issue is created/re-opened, closed, updated to done/resolved/in progress or commented on.
- Messages related to the same ticket got aggregated together to reduce the number of messages, dramatically reducing clutter. Messages were color-coded based on priority making them easier to follow.
- The project management team setup workflows for handling escalation paths, status updates and more.
- The engineers had to just update in one place and all stakeholders were auto-updated via Teamchat.
- This tracking mechanism enabled teams to capture and organize issues, assign work and follow their team’s activity even thru their phones.
- The development team became much more productive as the JIRA tasks became more manageable.
- Highly relevant alerts were not missed. Low priority tickets were responded to immediately as they were routed to the right person immediately.
- The team was now spending quality time developing their product and less time managing the tasks.
- The development and project management teams did not have to constantly be at the dashboard because they could get alerts on the phone.
- Other stakeholders got full visibility too: they received the relevant high-priority alerts, as well us real-time updates.
- An automotive focused ecommerce company needed to effectively co-ordinate its functions.
- The company had a field force that was responsible for reviewing, inspecting, rating and verifying vehicles before they’re listed for sale.
- There was lack of proper coordination amongst the pre-sales, sales, relationship management, dealers and road-test teams.
- The basic chat app used for communication by the groups created a lot of message clutter.
- Data could not be retrieved easily since it was shared thru Google sheets.
- There was no consistent team coordination leading to poor CRM, thus loss of leads.
- There was no mechanism to capture information of new dealers or sales through 3rd party services.
- The staff set up Teamchat based on the business workflow in the organization.
- All reporting became centralized on Teamchat, from sales to dealer management.
- The sourcing team now updates to the relationship management team about the details of the vehicle following a purchase in real-time.
- It is now possible for the local zonal managers to update dealers’ information through Teamchat.
- The pre-sales team fills up and forwards details of the leads to the relationship management team instantly.
- The relationship management team simultaneously redirects leads to the road test team if the user decides to test it.
- The road test team captures the feedback of the user through a simple feedback form about the test through Teamchat.
- The relationship manager eventually fills-up the sales conversion report, if the lead gets converted.
- The relationship manager also gets the final feedback filled by the buyer himself through their own device on Teamchat.
- Information regarding the status of each lead and sale is made available to all teams in real-time
- Management of leads has become streamlined leading to quicker conversions.
- The management has complete control over the organization’s communication and genuine customer feedback, thus avoiding fudged hard copy feedback forms.
- Instant workflow updates on Teamchat have enabled management to make faster decisions and quick amendments in the process, whenever required.
- The sales process has been sped up due to real-time action and faster response by all teams
Real Estate Portal
- A real-estate focused ecommerce company lacked efficiency in backend operations.
- The company had a large field force that was responsible for reviewing properties, taking photos, verifying details and building detailed profiles.
- There were delays in business workflow involving major stakeholders – starting from lead capturing, to assigning photography to Quality Check (QC) and so on.
- There was email overload due to lack of effective hierarchical communication
- Manual communication via email between sales, coordinators, photographers and QC made the business process slow.
- Business growth and development was negatively affected.
- The company deployed Teamchat as their official reporting tool and started using it from lead capturing to final storyboarding.
- Teamchat became the ideal solution for their hierarchal workflow monitoring.
- The sales representative uses Teamchat platform to fill in the details of the new property, which gets auto-forwarded to the scheduler.
- Still on the same platform, the scheduler approves the property and instantly relays it to the designated photographer.
- After the photographer accepts the task, the work is easily and directly submitted for QC without delays.
- Once the pictures gets a QC clearance, this lead moves to storyboarding, where they are eventually put up on the portal for display.
- At any given point, the stake holders can access all the history and progress of a certain lead through Teamchat.
- Additionally, photographers receive a weekly digest of their schedule on Teamchat thus avoiding work bottlenecks.
- Every team of this people-driven organization is now managed on a single platform where every stakeholder is notified with the status of the project.
- Teamchat has helped them get rid of redundant, superfluous communication that went back and forth on email.
- There has been increased business process speed as a result of real time tracking and reporting between organizational departments.
- There has been increased transparency and accountability in the organization prompting everyone to deliver as required.
- The use of Teamchat has decreased cost of operations and increased completion of more business activities in a given time-frame.
Learning Management System
- A large bank with 65,000 employees faced difficulties in training its staff across the different functions and operations in the entire group.
- Their learning management system handled through emails and/or a person by their Training Team needed a lot of manual intervention hence slowing down the process.
- The engagement ratio was negatively impacted since the training process lacked the gamification element.
- There was need for using a tool which was able to conduct the training process thru a mobile device.
- The Training Team did a one-time setup of the entire training module on Teamchat and assigned the modules to each employee based on their role and/or expertise.
- Teamchat enabled each person to initiate the modules as per their convenience based on expertise thru a simple pre-set keyword and take the quiz accordingly.
- On triggering the respective keyword, the training content of each module was effectively shared through Teamchat.
- Teamchat facilitated the use of different content formats such as videos, documents and quizzes.
- Results and rewards of the quiz were instantly and directly shared through the app in a seamless manner.
- The system automatically published the individual results on a one-on-one group along with the leaderboard, certification/graduation board and rewards board if any.
- The automation of the entire training got away with tedious and ineffective manual processes.
- The Training Team could get immediate feedback and easily make changes as required in the training on this virtual platform.
- Teamchat helped the Training Team and the HR office to keep a tab on every employee’s progress with the training modules.
- This Teamchat-enabled learning management system proved to be extremely convenient, easy and simple as new modules could get added on quite often.
- There was increased training delivery to this huge number of employees unlike the case with traditional in-person training sessions.
- The training process could easily be managed on a single platform
- Superfluous and redundant data realized through email was eliminated hence reducing clutter
- Training costs and time were significantly reduced
Quick Service Restaurants
- A rapidly growing fast-food service restaurant chain for casual dining had a large team of 5000+ distributed across the country.
- The organization structure of the team was multi-layered; the communications between them were cumbersome.
- There was no real-time mechanism to do sales reporting or inventory management per store basis.
- They needed to track order average and volumes sold across outlets, across cities.
- Training was a big problem since attrition rate is very high with entry-level jobs and new trained replacements are required very quickly.
- They also needed a real time attendance monitoring system since shift hours are fragmented and across different locations.
- The company deployed Teamchat In a zone-wise manner. Multiple groups were set up per hierarchy/ store/ location. All employees were asked to install Teamchat on their devices and start reporting on it.
- Multi level report requests are now sent out at scheduled intervals through Teamchat app. All teams (store-wise) input their sales details in terms of volume, amount and so on every day by replying on the app.
- Re-conciliation reports including graphs showing actual vs target sales are sent to the city, zonal and national management team every day.
- Management makes instant announcements to all the stores whenever there is a change in pricing, offers, menu and so on, through the broadcast feature on Teamchat.
- Messaging bots notify managers if the sales fall below certain thresholds per zone/ area/ store/ team.
- The team manages stock and makes requests for inventory through the app.
- Training modules are set up on Teamchat , where specific training videos are sent followed by assessment tests. Gamification with rewards enables constant engagement.
- Attendance is now captured and reported in real-time without the need of proprietary hardware.
- The restaurant chain improved their sales management leading to a surge in productivity.
- Communication across a far-flung org now became real-time, clutter-free and effective.
- Improved communication led to better employee engagement, reducing churn.
- Decision-making process improved due to real-time, granular data.
Fitness Training Company
- This is a social fitness startup. It provides content related to fitness, nutrition, etc. It uses social engagement to motivate users to stay fit.
- The company initially provided offline fitness training programs. However, the offline programs had poor attendance and raised costs.
- Fitness content and plans had to be customized to the individual profiles and goals.
- Tracking attendance of customers was a challenge, to know if the customer has seen the video and performed the exercise)
- They were not able to broadcast messages to all customers at once due to group size limitation or send quick corrections/feedback to customers on their workouts.
- It was difficult to collate all the data manually received through SMS and other chat apps they used.
- The fitness company asked its employees and customers to download and setup.
- When new users came on board, they were asked to reply to a Teamchat message stating their fitnesss goals and motivations.
- The customers now fill in their requirements and choose a plan suitable to them.
- They posted diverse content such as training, videos, fitness routines as per the plan chosen by the user. The content was pre-scheduled to go out at regular intervals.
- The trainers also share daily motivational quotes and messages on these groups.
- Attendance and post-session feedback is also managed through a simple workflow.
- Users are assigned a “fitscore” based on the consistency and intensity of their fitness training. Due to the ease of use, the company now builds their own messaging bots and workflows using Teamchat SDK.
- Reduced customer churn due to the strong social engagement.
- High compliance with fitness programs due to the social motivation.
- Timely delivery of training modules to customers.
- Higher levels of customer satisfaction due to real time feedback mechanism.
- A realization of cost-effective, flexible and dynamic virtual training experience.
- A quickly and easily deployable solution, for employees as well as customers.
Telecom Service Provider
- This large mobile telco was looking for an efficient communication system.
- The organization had thousands of employees including technicians, resellers, sales teams, customer support, servicing and many more spread across the country.
- The customer support team receives a lot of complaints every day, but the communication with the service staff was challenging. The field service engineers were almost always in the field, going from one customer site to another.
- The poor communication between the support and service teams translated into poor response times and low customer satisfaction rate.
- The company deployed Teamchat as their official communication tool in the support and service teams.
- The employees downloaded and set up Teamchat on their phones and were added to pre-created team-wise groups. A messaging bot was setup to enable the entire servicing and sales reporting workflow was set up hierarchy-wise in these groups.
- Whenever the customer support team receives a complaint, the details with the caller’s name, address, etc now get forwarded automatically to the free engineer nearest to the customer location.
- The service engineer accepts the task, shares location upon reaching the customer site and fills in the update once the issue is resolved.
- The customer support team as well as the field service managers received real-time status reports of all activities. An automated leaderboard identifies the top engineers that have performed the most service requests during the day.
- A similar workflow was setup to monitor and maintain the infrastructure components as well. When monitoring systems detect a maintenance issue with an infrastructure element (e.g. transmission tower, cables etc), the service-request is automatically triggered and addressed in the same way as customer complaint.
- The support and servicing process of this organization is now streamlined and efficient.
- Optimized service scheduling led to lower response and resolution times, increasing customer satisfaction.
- Network downtime decreased as issues were resolved instantly.
- Based on an analysis of the detailed, real-time tracking data identified weak spots where the services needed to be improved.
- Employee morale of the field service engineers improved greatly as they received peer recognition.
Major Coffee Retailer
- This company has over 1500 retail outlets nationwide and large, distributed organization.
- The HQ needs to track raw material consumption, sales, logistics and HR issues at each store.
- Since all sensitive information flows through the app the company was extremely concerned about the security of this communication tool.
- The Company wanted to improve visibility and performance of its entire operations.
- The company tried using consumer messaging apps without much success. The apps were limited by group size and get cluttered in large groups.
- Different groups were setup to connect staff and operations within and across stores.
- The whole organization was grouped according to area, functions and hierarchy.
- ‘Smart –messages’ enabled contextual, clutterfree communication in large groups.
- Daily reports and charts were sent to managers according to hierarchy and geography.
- Standardized checklists were sent to each staff member for their daily activities.
- Store managers were able to share best practices with each other.
- HQ was able to instantly send important announcements to all stores.
- Instant visibility into real time metrics in different stores.
- Focused, contextual discussions resulting in more employee engagement.
- Decision-making process has improved due to real-time, granular data.
- More productivity as lesser time is spent to sift through message clutter.
- There is a high impact of key messages, as they are refined based on ground-level feedback.
- Remote employees felt more connected and engaged with the org leading to improved morale and reduced churn.
Civic Engagement Club
- This leisure club was experiencing low member involvement amongst its 100 members.
- Communication between the leadership and membership was ineffective, would take up too much time, and members felt unheard.
- Monitoring service hours, location of members, and member input was often ineffective and would take away from time that could be spent on useful interaction.
- Email communication system did not relay useful information to members and generates chains of emails that detract from original intent of an email.
- Members were mobile phone centric and often did not use email.
- They implemented Teamchat to adapt to their phone-centric members and created several messaging groups: one for the entire club and several others for individual projects.
- Sales-specific chatlets were used to monitor service hours for the entire club, reducing the time it would have taken in manual labor to document this information.
- Location chatlets are used to verify that members have shown up to particular sites.
- Poll chatlets are used to seek whether certain members enjoy a project or not.
- The club runs much more efficiently and important information is exchanged between leadership and members much more quickly.
- Club leaders have ability to relay information without fear of being disturbed.
- Members feel heard and their opinions become immediately important.
- Members receive information much more quickly as they get a notification on their mobile devices.
Residential Community Management
- This is a large residential community with 3000+ residents living in more than 900+ apartments in 3 towers.
- The community is managed by a management committee that consists of residents s/elected to perform various roles. It has sub-committees like cultural, beautification and hygiene, clubhouse management, legal, finance and planning, water and electricity supply, parking and so on. The total members of this committee are approximately 180-200.
- The property management team consists of 3 managers, one for each tower, who report to the management committee.
- Communications between the committee and residents was previously conducted through emails. Communications were cluttered and delayed.
- They were looking for better solution that would enable them to improve communications.
- They started by using Whatsapp for communication, but very quickly had to move to a tool that supports larger groups of 1000 people. They unsuccessfully tried a few other tools before trying Teamchat.
- The committee setup Teamchat by creating different groups for the committee, sub-committees, residents, towers and property managers.
- All residents were invited to join Teamchat by email, SMS and through notice boards to download and register on Teamchat. They were asked to include their apartment code in their profile name for quick identification.
- The members adopted Teamchat immediately because of the ease of use and simple interface.
- The cultural committee now communicates with the residents through Teamchat for event notifications and RSVPs.
- They make announcements about any upcoming event in the community and ask for interested volunteers and participation in their various cultural activities.
- Similarly the beautification and hygiene committee uses the app to communicate with all residents to give any instructions related to waste disposal, planting trees etc.
- They collect floor and tower specific feedback/complaints through Teamchat.
- The management committee posts updates about vacant apartments so that interested buyers can approach them.
- They also publish announcements and take complaints around parking, water and electricity supply, security, maintenance bills, etc through the app.
- The residents also use Teamchat for person-to-person chatting with other members of the community.
- The community operates much more efficiently now as important information is exchanged between management committee and residents much more quickly.
- Networking between members has increased as they can find each other quickly through this app, instead of sharing contact details in person.
- Members feel heard and their opinions become immediately important.
- Teamchat has helped them minimize delays in planning/estimation/complaint redressal as communication through Teamchat is possible even when the residents are not in their apartment.
- Events and meetings are now better organized. Problems are addressed quickly and hygiene levels have improved substantially.
Employee feedback through SMS
- This is a taxi company that offers its services in multiple cities through thousands of drivers.
- Although the management could communicate with their drivers on SMS, it was challenging to conduct feedback polls and surveys successfully.
- Even basic inquiries required drivers to type long SMSs in reply. This meant long delays in response-time from drivers.
- Therefore, management couldn’t get the real–time feedback they needed from the field to proactively address customer concerns.
- This led to a high attrition rate among drivers and unhappy passengers.
- Teamchat’s RooML (Webaroo Markup Language) call was made with phone numbers of the drivers. All drivers received the link to the feedback survey on SMS.
- When a driver clicked on the link in the SMS, it opened the company’s chatlet in a browser, without needing to sign in or register.
- As each driver responded, the chatlet captured their replies and was visible to the management. However the replies were hidden for all others, so that drivers couldn’t view each others’ answers.
- The management could even view a summary of all the replies in a separate chat room, in the form of easy-to-read charts and graphs.
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- The company’s ability to capture feedback is now streamlined and efficient.
- With rapid analysis of detailed feedback, management can quickly identify areas where their services need to be improved.
- Driver attrition is decreasing because the company can resolve issues almost instantly.
- Greater customer satisfaction is mirroring the company’s optimized communication processes.
Employee Poll on SMS/Email
- A large FMCG company needed to communicate with its widely-dispersed dealer/reseller chain.
- To plan, coordinate, and generate excitement for their upcoming 3-day dealer/reseller channel meet, they needed lots of quick hands up/down of RSVP’s
- They were looking for a communication tool that could reach everyone in real time – some by mail and others by phone = and instantly tabulate and structure their responses.
- Teamchat’s RooML (Webaroo Markup Language) call was made with phone numbers and email IDs of the dealers and resellers. All dealer and reseller received the link to the feedback survey on SMS/email.
- Whenever participants received an SMS/email (based on their stated preference) the embedded link opened the chatlet in a browser, without the need to register or log onto Teamchat
- As members responded to a poll, the chatlet captured each answer (whether by SMS or email). Sender details remained private, so that members couldn’t view each other’s’ answers.’
- As the replies came in, those same charts and graphs gave the organizing team a real-time snap shot of the aggregate replies.
- The management could even view a summary of all the replies in a separate chat room, in the form of easy-to-read charts and graphs.
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- The rapid RSVP process efficiently and accurately captured all replies and virtually eliminated the need for follow ups
- With real-time data, the organizing team could quickly finalize the main event and supporting activities.
- The success of this campaign prompted the company to use it regularly to capture and tabulate all of their interactive data .
Customer Survey on SMS/Email
- To service its clientele better, a large mobile telecommunications company wanted an efficient way to survey customer satisfaction with their products and services.
- They tried to communicate with their customers through both SMS and personal call but the response rate was low and delayed since even basic SMS inquiries required customers to type in long replies and personal calls required either engaging an outside firm or adding an expensive service center and additional personnel.
- The management couldn’t get the real-time feedback they needed in order to recognize and proactively address customer concerns. Nor could they stay ahead of market trends.
- Management’s perceived lack of responsiveness to customer requests led to reduced customer retention. Their sluggish responses to market demands were hurting the company’s ability to attract new customers.
- Teamchat’s RooML (Webaroo Markup Language) call was made with phone numbers and email IDs (whatever available) of the customers.
- Each customer received an SMS or email (based on that customer’s indicated preference) with a link to the chatlet.
- When customers clicked on the link in their SMS or email, it opened the company’s survey chatlet in a browser, without the need to register on Teamchat or even sign in.
- As each customer responded to the survey, the chatlet captured their replies and was visible to the management. However the replies were hidden for all others, so that customer couldn’t view each other’s’ answers.
- The management could even view a summary of all the replies in a separate chat room, in the form of easy-to-read charts and graphs.
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- The company’s customer survey/feedback process is now streamlined and efficient.
- Real-time analysis of each survey now enables management quickly identify challenges and make rapid changes/additions in their programs and offers.
- The company’s optimized processes have dramatically improved retention and increased their ability to attract new customers.
Public voting for movie awards
- The organizers of an upcoming award function for Indian movies wanted to capture votes from movie-lovers in 5 different categories.
- They needed an easy way to capture those votes on SMS without asking voters to type long text strings.
- They were also looking at collecting these thousands of responses coming on SMS and consolidating them into a single report.
- Gupshup designed a solution that let the event organizers advertise a single dedicated phone number to its target audience.
- Once the interested voter gives a missed call on that number, Gupshup sends her an SMS with a link to the award’s nomination page.
- The link opens up a smart message in the user’s smartphone browser that shows the nominations in all 5 categories.
- As each user submits their vote, the system instantly aggregates all responses.
- If a user fails to respond to the smart message within 20 minutes, the system triggers an automatic IVR to the voter.
- The IVR takes the user through all the choices in each award category; the user submits her votes by dialing the dedicated number for that choice.
- Votes flowing in from both SMSs and IVR channels get aggregated and tabulated in real time, and the results appear instantly on a dashboard custom-designed for the event.
- The simplicity and efficiency of such a mechanism has brought the organizers a higher response rate and more voters than through a plain vanilla SMS system
- Labour costs have got trimmed by aggregating all categories into a single “awards report”
- The alternate IVR mechanism has assisted in capturing responses from voters who don’t have smartphones or data packs
- Gupshup’s omnichannel smart messaging capabilities have dramatically reduced the cost of the campaign too.
Customer Support via Twitter
- A well established ecommerce brand had a fan following of millions on Twitter
- As their followers grew, their support team found it increasingly time-consuming to engage with its followers, to chat with each customer until they defined the exact issue and then propose a solution
- They wanted an automated system that worked on a third party channel like Twitter to engage those followers who asked for help and manage a problem-solution dialog
- Gupshup created a customer support bot on Twitter for the brand which was promoted by the brand along with its other customer support coordinates.
- This bot is just like any other user on Twitter and is able to have automated conversations with any user who sends a direct message.
E very follower who enters an inquiry or complaint on Twitter through a direct message instantly receives an automated message on Twitter with a link to a survey.
- The link opens up a smart message in the user’s browser and displays a list of most-likely concerns.
- Once a user chooses an issue – for example, issue with the delivery of a package, she gets targeted, automated responses asking for specifics about the issue.
- Once all specifics are captured, the customer support team takes over and then starts manual conversation with the user leading him to a resolution.
- The Gupshup customer support bot for Twitter has allowed the ecommerce brand’s support team to communicate with its followers easily and conveniently
- The tedious process of evaluating and solving individual problems has been replaced by a faster, smarter and more consistent alternative
- The company’s faster response time and improved inquiry satisfaction rate has brought the ecommerce brand greater customer retention
Ecommerce on SMS Problem
- A small ecommerce company was finding it challenging to get customers.
- They wanted to improve the ordering experience by providing the ability to order by phone.
- However, building a complete series of new apps for iOS, Android and other platforms was not cost effective.
- They needed an easy-to-use system that let their customers place orders directly through SMS.
- Gupshup created a messaging bot that could help customers place their order via SMS.
- On giving missed call to the given number, customers now receive an SMS with a link. On clicking the link the product search process gets initiated.
- For example, a customer who chooses to shop for books is given a list of categories and asked to select one. Additional questions follow guiding the customer to the desired book.
- Once customers select the products, the SMS bot assists them through the order placement process.
- The bot has enabled the ecommerce company to automate its order placement process via SMS
- The company has been able to implement their new system quickly and saved the costs of building, developing and maintenance of their own apps.
- The bot has improved the efficiency of the ordering process leading to happier customers and more orders.
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