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  • contact@waterflow.technology

Case Study

Scaling Customer Experience by 27%:

Connect Infinity

Solution for NAASA Securities

Background  

NAASA Securities now known as Nepal’s largest stock brokerage firm used to take calls from customers through traditional PABX (Private Automatic Branch Exchange). This system, however, quickly proved inadequate to handle the challenges posed by the rapid increase in customer volume post-COVID. After COVID, NAASA Securities implemented online onboarding services for customers, dramatically increasing the pace of the company’s customer acquisition rate; however, this system put a strain on its existing PABX system.  

Gradually, the exponential growth came with a huge hike in call volume, reaching around 10,000 daily calls. Due to a lack of large call-handling personnel, 80% of the calls could not be put through. Some of the customers have complained that due to the poor management of extant PABX systems adopted by NAASA, they had to wait for up to 4 to 5 hours for a representative. Furthermore, since customer concerns were not recorded in a technical database, the clients had to explain the problem again and if they moved to another call, or if their line was disconnected, making the call take longer. This repeated transfer of calls further frustrated customers and therefore made the overall customer service more unsatisfactory. 

 

60
%
Reduction in Wait Times
80
%
of Issues Resolved on the First Call
40
%
Faster Handling Times
Scaling Customer Experience by 27%: Connect Infinity Solution for NAASA Securities

The Solution

To address these challenges NAASA Securities decided to collaborate with Waterflow Technology to deploy Connect Infinity software, which is an all-in-one customer experience (CX) management system. Of course, the software was connected to NAASA’s CRM and back-end, radically changing its customer experience.

Phase I: Building a Strong Foundation
  1. Unified Customer Profiles
    Connect Infinity integrated calls logs, emails, and chat logs into one client record. This ensured that the agents could gain full details of the customer history at their disposal at any one time, thus meaning that the clients did not have to re-record information, plus it cut generic call handling time in half.
  2. Inbuilt Analytics and Automated Issue Logging
    Connect Infinity gave NAASA a clear picture of what was happening in real time. Every single customer issue was automatically tracked and logged. Every issue was accounted for and followed up on. Call Monitoring became easy, and the agent could track metrics like call duration, missed calls, unanswered calls and resolution rates. NAASA could now gain insights into customers and agents, recognize bottlenecks and improvise service where it mattered the most. logged and tracked.
  3. Data Management
    Connect Infinity, one could easily bulk load contacts, and administrative functions improved so the agents could bring in client records and create a ticket with full identification more effectively. In addition to that, the integration of the system’s easy to use interface with NAASA’s CRM made the agents’ daily tasks a lot easier and faster. It enabled NAASA to train the agents better and also saw gaps in the processes in which adjustments could be made.

In the first phase, Connect Infinity focused on rebuilding confidence and trust with customers by addressing challenges like long wait issue handling.

Phase II: Expanding CX with AI Chatbots
  1. Omni-channel Support
    Chatbots were deployed to NAASA’s website leveraging Artificial intelligence. About this, customers could now get support anytime, be it at two in the morning, or late at night when call centers are usually closed. These chatbots solved more than 1000 questions a day, generating new tickets for subsequent responses; thus, each question was answered.
  2. Automated Ticketing System
    Every Call made and Chat –bot session resulted to the production of a ticket that would be properly assigned to the right department. Customers could also see the progress of their specific issue through the NAASA account that was created for them, making the process transparent.
  3. AI Chatbot Functionality
    For returning customers, the system pulled up their profiles automatically, which meant issues were resolved in record time. Even first-time users benefited, as Connect Infinity created a new profile for them on the spot, making future interactions quicker and more efficient.

The second phase was on the development of a service experience that customers could depend on. The use of AI in the product didn’t simply result in time efficiency in communicating with the customers: it made them feel valuable. Upon identifying these concerns, NAASA transformed from fixing problems to creating loyalty through addressing them with Connect Infinity.

Results

  • With the help of the enhanced functionality of the platform, the rate of call abandonment was reduced to less than 10% – from 80% initially. This reduction helped in such a way that most of the customer inquiries that used to take a long time to be attended to were well attended to within a short time thereby building the customer’s confidence with NAASA’s services. Further, those customers whose calls are abandoned, are advised verbally through the automated voice to use chatbot to raise a ticket. Moreover, most of the customers who have raised tickets through chatbot once have preferred this mode of communication over phone calls and they rarely use phone calls over chatbot henceforth.
  • Operational efficiency increased, as automated Ticket Management and Streamlined workflow allowed agents to handle issues smoothly.
    • 60% Reduction in Wait Times
    • The platform’s ability to scale eliminated the need for additional staffing, saving costs while maintaining a high level of service. This cost-effective approach ensured NAASA could handle a growing customer base without sacrificing quality
    • 40% Faster Handling Times
  • When Connect Infinity introduced AI-powered chatbots,
    • Chat attendance grew by 48%, as customers increasingly relied on this efficient, automated channel.
    • 27% increase in customer satisfaction was achieved, reflecting the positive impact of faster and consistent resolutions.
  • The platform’s ability to scale eliminated the need for additional staffing, saving costs while maintaining a high level of service. This cost-effective approach ensured NAASA could handle a growing customer base without sacrificing quality

Connect Infinity helped NAASA Securities not only solve its immediate customer service challenges but also lay the groundwork for a more efficient, reliable, and customer-focused future. From restoring confidence in Phase I to delivering standout experiences in Phase II, the transformation was as much about people as it was about technology.