V-Mart Retail Ltd is a complete family retail store that sells readymade garments, shoes, and accessories, among other things, and is involved in the 'Value Retailing' sector through a chain of locations across India. The company's retail locations, known as V-Mart were one of the first to open stores in several small Indian towns and cities.
Providing their customers true value for money V-Mart's vast industry experience spanning over 17 years continues to deliver superior quality affordable fashion across Tier 2 and Tier 3 cities in India. The brand's wide network and motto of "Price Less Fashion" has helped them gain the trust of more than 3 crore satisfied customers
annually.
The Challenge
The retail industry was severely impacted by the Covid-19 pandemic, much like other businesses. The disruption affected every aspect of the sector from in-store operations to supply chain to customer service. Due to reduced footfall and the subsequent rise of online shopping during this time, V-Mart faced issues with inbound communication as it was scattered across different zones with no single number or touch point to connect everyone.
Customer engagement and interaction were hampered and it was increasingly difficult for the team to reach out to potential customers in order to achieve their sales targets. V-Mart was struggling to organize and streamline its customer service across all channels.
The lack of a dedicated number, IVR, and CDR were inconvenient as precious time and money were being spent on making calls through personal devices and were troubled by constant call drops.
In these changing times, they were also concerned about this being a disadvantage in terms of being able to access customer data and then provide personalized communication services to them.
The Solution
CloudConnect’s PBX solutions helped V-Mart Retail overcome the glitches in its system in terms of its business communication requirements.
- One number reachability via a multi-level IVR for handling queries in bulk
- Centralizing different zones with a single number to connect all outlets and bolster seamless team communication
- Internal Call Transfer/Conference for internal as well as external communication
- Singular corporate DID number to connect with agents eliminating the need for individual mobile numbers for outgoing calls
- Business Hours Setting to make support processes more accurate and set up exact timings for when your sales team is available to help customers
- CDR for outgoing calls to ensure that all calls are recorded. This helped them collect data on incoming and outgoing calls and further aid their services
Result
Today, V-Mart is satisfied with the seamless communication and connectivity brought to its business communication process. By providing a multi-level IVR, CloudConnect ensured that V-Mart retail stores never missed a single call or inquiry. We eliminated the need for separate numbers and unified the team’s communication by setting up a dedicated corporate DID number that connects everyone. The addition of the Business Hours Setting greatly benefitted their sales as it enabled them to determine their working hours
