Background:
Whether you’re shifting homes or moving cities, Agarwal Packers and Movers Ltd. (APML) is among the first names you think of. Over the years, APML has evolved from being a SME business and now functions as a leader in the household goods shifting sector, within the larger logistics industry in India, for over three decades now. This evolution occurred as APML built systems to provide proficient and time-bound services.
Over the years, APML’s volumes of transactions & activities have grown with scale, and they needed a solution which could help them manage this efficiently with the help of technology.
Challenge:
When a prospect contacts APML for a quote, they had to earlier schedule a home visit, where the salesperson would take inventory of the goods inside the house, tally them to truck size required. Each territory’s sales output was thus limited by the number of visits a salesperson could make in a day, and prospects’ availability during those time slots. This led to lower productivity and lost sales.
Solution:
To maximise productivity for their sales teams, EnableX proposed a video-based solution for APML. The solution involved integrating real time video communication within the APML customer engagement application. Now, agents and prospects can connect over a video call embedded in APML’s apps and website, and the agent can take inventory of goods in the house. This saves cost and time related to home visits, and customers can complete the call at their convenience!
By adding EnableX Live Video, APML now exceeds both customers and agents’ expectations!
Benefits:
- High conversion ratio: Before using EnableX, the APML service agents had trouble keeping up with the number of calls they were fielding, which ranged from 200 to 300 per day. The first call to quote submission time has now been reduced to less than half by integrating EnableX real-time live video into their business workflow.
- Increased customer satisfaction: Since customers can first connect with the agent using the APML app and the agent can provide guidance and resolve queries quickly, customer satisfaction has increased.
- Saving in manpower cost- APML agents now check all essential details while on the video call, confirm the customer’s availability and then proceed to the actual on-ground shifting process. This has streamlined the on-ground planning for APML team.
- Tracking and reporting: With the help of the video recording feature, the APML team can now keep a transparent record of all conversations done which further helps them meet customer expectations.
Result:
- Reduced lead to quote submission time by 50%
- Improved productivity for contact center and sales staff
- Enhanced interaction between clients and agents
According to Mr. Inderjeet Kumar, Sr. Executive, APML, EnableX offered a seamless experience. “The EnableX team understood our objectives, asked the proper questions, and made the process smooth and enjoyable since we had to launch our solution quickly.”
Companies that have the necessary support, as well as a forward-looking attitude, are prepared for tomorrow today. EnableX offers live analytics and AI-powered tools, that can be rapidly and easily implemented into current workflows, delivering constantly as per our customers’ needs.
