Partner: Ozonetel (Cloud Telephony) Scope: Omni‑channel service desk, SLA/TAT engine, priority routing, and demand→PO→supply→inventory for warehouses & dark centers



Note This case study reflects our delivery experience beginning in 2012 for external sharing; no confidential metrics are disclosed.

Executive Summary

We implemented a unified support experience with Ozonetel, consolidating email, calls, chat, and social (LinkedIn, Facebook) into a single platform. Agents saw full conversation history, replied on the same channel, and tracked TAT against SLAs with working‑hours‑aware clocks. We also built a demand‑driven supply chain system (PR/PO, replenishment, FEFO, dashboards) for warehouses and dark centers.

Business Context

  • Rapid growth required scalable support and fulfilment.
  • Siloed tools caused visibility gaps and SLA misses.
  • Expanding catalogue/locations increased replenishment complexity.

Solution Overview

  • Channels & Ingestion
  • Email→Ticket creation & merge with threading and identity resolution.
  • Voice via Ozonetel IVR/ACD; CTI pop; call recording links.
  • Chat & Social connectors (LinkedIn, Facebook).
  • Unified Agent Desktop
  • Conversation history across channels; one‑click reply on same channel.
  • KB suggestions and templates for faster responses.
  • SLA/TAT Engine (Working‑Hours‑Aware)
  • Business calendars by queue/site; clocks pause outside hours/holidays.
  • First/next/resolve SLAs with color‑coded timers.
  • Priority & Special Handling
  • Celebrity/VIP queue routed to expert agent ring.
  • Fast‑track for new buyers/registrants from registration/order events.
  • Skills‑based routing by language/category/segment.
  • Quality & Governance
  • Audit trails on actions; disposition codes; attachments.
  • Supervisor console: live SLA/AHT/backlog/occupancy; scheduled reports.
  • Integration Highlights
  • Ozonetel CTI/ACD to ticket platform via APIs/webhooks.
  • Identity sync; priority logic driven by order/registration events.

    • B. Demand‑Driven Supply Chain

    • Planning & Procurement
    • Demand signals (orders/forecast/seasonality) drive reorder & min‑max policies.
    • Auto PR/PO with lead‑time and MOQ rules.
    • Inventory & Replenishment
    • Stock by item/location; FEFO for perishables.
    • Replenishment tasks; transfer orders with pick/pack/ship confirmations.
    • Operations & Visibility
    • Putaway rules, picklist optimisation, near‑expiry alerts, returns handling.
    • Dashboards: fill‑rate, stockouts, days of cover, ageing/near‑expiry.
    • Controls
    • Reason‑coded adjustments; two‑step approvals; reconciliation vs physical counts.

    Implementation Approach (2012)

    • Discovery & Design; SLA definitions; routing policies; min‑max/FEFO/lead times.
    • Build & Integrate: CTI/ACD, email/chat/social, SLA engine, identity sync; demand→PO→inventory.
    • Pilot; phased rollout by region/queue/dark center; training & playbooks.
    • Stabilisation: dashboards, QA sampling, weekly governance.

    Results & Impact (qualitative)

    • Single source of truth for conversations; faster triage & consistent responses.
    • Predictable SLAs with working‑hours awareness & proactive alerts.
    • Improved experience for VIP/new buyers via intelligent routing.
    • Demand‑driven replenishment and FEFO improved DC/dark center discipline.

    Features Delivered — Checklist

      Support Platform
    • Email→Ticket & merge
    • Ozonetel IVR/ACD, CTI pop, call recordings
    • Chat & Social (LinkedIn, Facebook)
    • Working‑hours‑aware TAT (first/next/resolve)
    • VIP/Celebrity routing & expert ring
    • New buyer/registrant fast‑track
    • Skills routing, tags, macros, KB
    • Supervisor dashboards & reports

    Supply Chain

    • Demand→PR/PO policies
    • Stock with FEFO
    • Transfer orders & pick/pack/ship
    • Near‑expiry alerts & returns
    • Reconciliation & variance approvals

    Acknowledgements

    • Cloud telephony: Ozonetel
    • Client: BigBasket
    • Our team: omni‑channel platform, SLA/TAT, priority routing, demand→supply→inventory

    Disclaimer

    endorsement. Prepared for marketing/educational use. No confidential data included; not an