Motilal Oswal Securities Ltd. | Customer Interaction Technology | Ameyo

“The Ameyo solution has been able to scale across multiple lines of our business which has helped improved our overall operational efficiency by 15%.”

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Motilal Oswal

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Use Case

Customer support & Customer Service

Region

India

Industry

Financial Services

About Motilal Oswal

Motilal Oswal (MOSL), a leading financial services firm, wanted improved insights into customer relationship management to foster direct and seamless relationship between customers and advisors; a problem which was compounded due to their large customer base. The company needed to provide preferential treatment to HNI’s, where most of the revenues were accumulated. For better customer relationships and impeccable customer experience, the company implemented Ameyo suite as their Customer Interaction Management tool. As a result, the company has been able to foster long-lasting relationship with its customers, providing unprecedented customer experience and improving their operational efficiency by over 15% in the entire process.

Challenges

  • Manual handling of calls
  • Agents on multiple sites needed to be linked
  • Operation to be centralized to decrease inefficiency
  • Agent tracking

Key Benefits

  • Centralized Information Management
  • Prioritized High Net-Worth Individuals
  • Enhanced Customer Service
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Ameyo's Solution

Ameyo configured multiple phone lines and queues for each advisor to handle numerous interactions simultaneously. The system would pre-inform the advisor about the customer calling in through a customized CRM interface.

Ameyo integrated its outbound dialing (including broadcasts) with Dial ‘n’ Trade platform of MOSL where retail customers dial, ensuring high uptime by eliminating single point of failure.