Drishti powers customer care center for Dial-an-Auto initiative - - ContactCenterWorld.com Blog
Drishti-Soft - a leading solution provider of communication applications becomes the technology provider for a unique business idea - Dial-an-Auto. Managed from a centralized control room, this auto-rickshaw service called Fata-Fat Auto Cabs is an initiative of Dhanda Autoneeds, Ludhiana. The idea behind this service is to provide a quick and hassle-free auto service to the commuters. Drishti's award-winning contact center solution - Ameyo becomes the technology behind the customer care center for this service.
Dial-an-auto is a well-accepted public commutation service in cities like Hyderabad and Chandigarh. Taking the service to Ludhiana, an industrial town in Punjab, Sanjay Dhanda, Managing Director, Dhanda Autoneeds says - "We launched Fata-fat Auto Cabs in Ludhiana. This on-demand auto service consists of a fleet of LPG-run autos managed from a centralized control room. Cohesive Technologies Pvt. Ltd., the system integrators, offered us a state-of-art unified Call Centre solution on Drishti's Ameyo platform resulting in better customer care and increase in efficiency & productivity of our in-house operations."
The 24 hour service includes different-colored GPS installed autos that are easily traceable and manageable by the centralized control room. The autos would run on LPG fuel to conform to the pollution-free objectives of STA and DTO, Ludhiana. The communication flow behind this unique business idea is where a passenger dials the customer care center and books a pick and drop service. These requests are recorded in the call center and the nearest auto driver from the fleet is assigned the request. The entire call flow from the incoming commuter request to the call recording and informing the nearest auto-driver is handled by the centralized call center powered by Ameyo.
Drishti-Soft provided the center with their custom solution - Ameyo that gives them the flexibility to handle commuter calls ranging from one at a time to several of them simultaneously. Started initially with 20 autos, Fata-Fat Auto Cabs service is expected to increase to over a 100 by December 2010. As the Dial-an-Auto service would gain popularity, the call flows would also increase to a level where in a proper call routing system and request assignment would be required. Ameyo would give them a flexible platform to seamlessly scale their call center for future business expansion.
The service is winning appreciation from commuters across the city for an efficient and safe travelling experience. The Fata-Fat Autos come with a GPS navigation system that enables the company to track and position the autos and assign commuter requests to the nearest driver. Such innovative and effective use of technology has made the initiative more than just a unique idea. It has become an example of how well new-age businesses can leverage IT technology for optimizing their processes.
About Dhanda Autoneeds
Dhanda Autoneeds is a Ludhiana-based automobile company. They have a well-established business of car alloy wheels and have earned considerable respect in the industry. In June 2010, Dhanda Auto needs launched Fata-Fat Auto Cabs Service - new commutation concept in Ludhiana. This on-demand LPG Auto Service aims to provide a quick, reliable and safe journey to the commuters. Leveraging the best available technology, Dhanda Autoneeds is looking forward to increasing the fleet of these GPS activated Fata-Fat autos.
About Cohesive Technologies
Cohesive Technologies is a noted value integrator in the Telco domain. With a highly experienced team of sales and technology advisors, Cohesive delivers innovative solutions with robust and result oriented approach. The company has build business partnerships with various technology providers to deliver a high quality product mix to the market like Grandstream and Applianx.
About Drishti ( www.drishti-soft.com )
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Publish Date: June 29, 2010 9:59 AM