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Success Story

CarDekho Augmented Lead Conversion Process and Dealer Management with Our Omnichannel Contact Center Solution

Increased uptime SLA

Improvement in automotive lead management

Enhanced automobile deal management

Increased automotive sales

Overview

CarDekho is a popular online automotive store that provides a range of new and used cars. People can sell and buy cars via this platform.

CarDekho is one of our long term clients. We are glad to work on their requirements as they were challenging yet innovative. We have built a complete custom solution, plus, we have provided value added integrations to provide the required solution to this digital automobile company.

Challanges

Challenges faced with legacy system

CarDekho used to use an open source call center dialer to run sales and other campaigns. Due to a lack of skills, the in-house team could not add the required functionalities to that dialer, which caused multiple challenges:

  • The stability of the system was quite low.
  • Customization to add the required reports and other features were not possible.
  • Too many manual operations made the process slower.
  • Reduced efficiency in managing vehicle leads and dealers.
PRODUCTS & SERVICES

Our Solution to CarDekho

Customized omnichannel call center solution

We empowered inbound, outbound, and blended calling campaigns of CarDekho with our omnichannel call center solution. Our team tailored this software to meet not only their operational needs, but also to match their brand identity with customized dialer skin and theme. We have also integrated a CRM system to provide more personalized data to handle lead calls efficiently. Moreover, our expert team has developed multiple algorithms and features to automate or simplify various operations related to tight lead management and follow-ups, dealer handling, marketing channel wise call handling, etc. Our call center software also provides custom reports to give a holistic view of performance. These reports were sent via automatic email triggers to the decision makers to aid decision making.

Functional Environment of offered Solutions

We have deployed a completely customized solution for CarDekho for its two branches, Jaipur and Indore with a Master Slave Server mechanism to achieve the highest uptime of the platform.

3 Clusters and 15 Servers

4 PRI Cards & 25+ PRI Lines

4 SIM Boxes

4 Asterisk and Web servers

20+ GSM Gateways

128 Channels

1500+ Agents

3 Servers (Indore Location)

200+ SIP lines (Indore Location)

200+ Agents (Indore Location)

Elision has been phenomenal in implementing custom business logics and support the business needs in a timely manner. Their ability of designing scalable system architecture has helped us to ramp smoothly to 500 seats. With their huge list of offerings, they are able to add value to each area of business to enable us offer best on board brand experience.
Mr. Muzaffar U Zaman
Director Operations, (GirnarSoft - CarDekho)

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