About the Client

Client is one of the fastest growing brand in the drinking water industry in the U.A.E. It is a locally owned company with 200 plus employees. Client is currently distributing all over Dubai with +60 vehicles. The product range includes the 5-gallon returnable polycarbonate bottles & 200 ml cups packed in cartons. Additional products include hot and cold water dispensers, normal water dispensers, pumps and cup holders.

Challenge

With a growing customer base, Client (Mineral Water Distributor) faced the challenge of handling their customer order effectively. The problem compounded with the call numbers reaching 500 per day with only 3 operators to manage the calls. The Operators/Agents have to dispatch the received orders to the customer locations. The Customer(s) had to be kept on hold while the order was taken. Increasing the number of operators would increase the financial overhead and subsequently the profit ability. In addition to this the office premises also would have to be extended to accommodate new agents. Another key issue client faced was, with the non-availability of proper reports with regard to the orders delivered, key locations or areas where the order was increasing or vice versa etc. This affected their decision making capabilities to provide enhanced after sales service or determining new areas to market.

Solution

The bellow solution was proposed to overcome these challenges. Fully automated phone order delivery solution using IVR - (Interactive Voice Response) was developed using open source Asterisk. Web based application was developed with dashboard to allow the operators to immediately view the orders received via the IVR and thereby take quick action to dispatch the orders. Existing customers are delighted that with the push of a button their orders are taken. Today with over 500 numbers of calls per day client is receiving with only 3 operators. With the availability of proper reports the client is able to take informed decisions to serve their customers better and also to increase their customer base.

Solution Platform

• Open-Source Asterisk IP Telephony Server
• TDM 24 Ports Digium analog card with FXO modules as per C/O Lines
• Yealink Phone as SIP end-points
• Zoiper as softphone end-points
• Apache Web Server
• MySql datase engine

Result

Increased customer satisfaction due to the convenience offered through the automated water ordering system. Sales growth due to better service. Increased customers without increasing the staff. Enhanced staff productivity with IP Telephony usage - mobility Availability of proper reports Customer database archives