Heartbeat

Hospitality Company - Heartbeat

Executive Summary

IOanyT Innovations product, The Heartbeat extended as SaaS has helped this hospitality company overcome the problem of manual call audit to identify the issues of efficiency in agent conversations for upselling new memberships and plan upgrades.

The stakeholders can view detailed analytics of each call and agent performance more swiftly in a far more transparent & effective manner for better tracking to attain higher productivity and efficiency to drive higher conversions and revenue through it out-calling agents.

Customer

This specialized hospitality company, with more than 25 years of experience, specialized in membership-based holiday resort chain with more than 100 resorts and more than 200k members in India and abroad. The company focuses on acquiring new members for it shared holiday membership plans as well as upgrades the membership plans for its existing members.

This company does out-calling on the leads acquired through various channels to acquire new members for their hospitality chain and at the same time out-calling is done to existing members for upgrading their membership plans for higher benefits. Call audits are done manually to check the quality of calls, agents and identify the script, process gaps for higher conversions.

Customer Challenges

The client faced the challenge of

Communication & Content issues

  • Manual Audit
  • Random Audit of 2%
  • Identifying gaps at large scale
  • Challenge to hear call playback
  • Communicate the issues to stakeholders
  • Stagnant performance on conversion
  • High operations cost
Heartbeat proves to be an ideal solution as it gives the organization the opportunity to hear, communicate, share & identify the issues of performance and areas of improvement directly using this SaaS tool for higher conversion requirements.

Partner
Solution

Adopting The Heartbeat as a digitization tool for monitoring and auditing the quality matrix of their out-calling contact center agents. 100% of the outcalls are integration onto this SaaS platform. With clear distinction of acquisition and upgrade calls, Heartbeat is able to give distinct observations and pointout the specific issues in this different type of calls.

Heartbeat has helped them audit 100% of the calls and the customer interaction teams along with auditors and trainers have been able to sharpen the calling scripts, re-articulate negative sentiment statements,train the agents regularly on tonality and interaction indicators and review each agents performance regularly.

The Heartbeat is a collaborative platform providing digital dexterity, deployed over AWS Serverless architecture so that it can handle scalability and robustness automatically. AWS hosting also makes Heartbeat cost effective solution because it works on Pay-per-use model and customer are getting benefits of world class hosted solution at lesser cost.

Major AWS services used in Heartbeat are –

  • AI Models has been trained and deployed using AWS Batch and GPU EC2 Instances
  • AWS Serverless architecture and pay-as-you-go model to manage the unpredictable load seamlessly in cost effective way
  • Solution has been built using AWS managed services i.e. Aurora, S3, CloudFront, Lambda, API gateway, DynamoDB and Athena

Result & Benefits

  • 100% call audit from mere 2% earlier
  • 100% call playback & listening capability
  • 100% improvement on call flagging communication to stakeholders
  • 32% improvement in agent productivity
  • Avg. number of calls per agent increased by 10%
  • New Customer acquisition engagement increased by 15%
  • Membership Upgrade revenue increased by 25% in 4 months
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