Consumer Goods/Manufacturing company uses Cloud-based Communication Technology of IBD with IVR to Engage with Customers

Knowlarity's Cloud-based Communication Technology of IBD with IVR for better customer engagement

Consumer Goods/Manufacturing company uses Cloud-based Communication Technology of IBD with IVR to Engage with Customers

The manufacturing industries shifted from the traditional customer engagement model to smarter platforms through digital innovations by adding a personalized touch for their customers. Implications of the new age technologies have transformed the business operations via automated and seamless communications by applying analytics into the business data to serve the consumers better with improved services. The company is the leading brand and market leader of water heaters in India for more than 50 years. A wide range of water heaters includes electric instant water heaters, electric storage water heaters, gas water heaters, solar water heaters, and heat pump water heaters is manufactured and sold by the company.

    Customer name

    Consumer Goods/Manufacturing

    Organization site


Gap between Support & Customers

The manufacturer of home appliances and water heaters was facing challenges in offering seamless after sales and pre-sales support to their customers queries and complaints without a single integrated communication platform.

There was no real-time tracking & monitoring of the calls received/ missed/ answered. The manufacturers weren’t able to keep track of region-wise customer queries. There was no centralized dashboard that tracked customer experience efforts of the agents and business.

Integrated Communication platform that puts Customer first

The smart solution of the Inbound Contact Center Solution by Knowlarity offered the home appliances brand the opportunity to curate a seamless customer support experience to their existing customers. With a personalized touch of welcoming the customers through multilingual IVR support across multiple cities has widened the scope of the customers to call and enquire about the products or register their complaints instantly. Leveraging Knowlarity’s solution has aided the brand in keeping track of every call received to serve customers better in the future. Even during the COVID phase, a remote team had simply managed to serve customer queries efficiently and quickly.

Success Post Knowlarity Solution

Cloud-based Inbound Contact Center Solution with in-built multi-lingual support along with Hindi & English is provided through IVR services. The IVR (Interactive Voice Response) services help in offering a personalized welcome greeting to every customer who calls in their business number. This solution acts as a single CRM integrated solution to serve customers across multiple cities. Knowlarity has offered a vanity (virtual) number to the company. This has helped them to get connected with the respective location-based incoming calls that are being intelligently routed through Knowlarity’s server, based on the pin code of the incoming call.

Milestones Achieved

Customer support service is now live across Pan India
Call volume increased significantly
Managing multilingual IVR services Pan India with quick set up without infusing Capex
Live performance tracking of remote/sales team via real-time call analytics dashboard