About Karma Lakelands

Karma Lakelands is a luxurious resort situated in the Delhi NCR region with a sprawling 300-acre campus of lush green landscapes, water bodies, meadows and lawns, that offers the epitome of grandeur, and welcomes you to experience an extraordinary life. Karma works with a firm belief that humanity can prosper only when in harmony with nature.

Problem Statement:

Karma lakelands is one of Delhi NCR’s landmark properties. The company receives a huge volume of calls every day from its customers. Undoubtedly, their business through calls is huge, increasing even more during certain peak months of the year.

Karma faced a problem in scaling the customer communication. They started missing important customer calls which was obviously unacceptable for them. But, handling them all manually was not a scalable solution. Hence, they required a solution that could not only streamline their business call handling but also segregate calls for their different outlets, connecting customers with the right person who could effectively and efficiently handle their queries.

The Solution

Karma Lakelands reached out to MyOperator with the requirement of automation and simplicity in their business call handling.

MyOperator provided Karma Lakelands with a virtual helpline number along with a multi-level IVR which enabled them to set up different departments in their IVR call flow for their different outlets. The MyOperator platforms routes the calls to the right team and right agents for their different outlets.

Key Results

  1. MyOperator enabled Karma Lakelands to handle thousands of calls daily using IVR .
  2. The business can receive multiple calls in parallel and reduce the chance of missing customer, increasing call-pickup rates to nearly 90%. This in turn means higher customer satisfaction and increased revenue for Karma Lakelands.
  3. Besides, MyOperator's call tracking and call recording feature empowered them to audit their on-call conversations efficiently and implement timely improvements in their team performance.
  4. With proper reporting of calls, Karma's team even assured timely follow-ups on the missed ones.

Customer speaks

Call management systems are a must for managing a big organization, where call flow is so heavy. It enables us to take the calls more effectively. The best part about MyOperator is our representatives don’t need to keep sitting in front of their system. They can answer, manage calls remotely from anywhere. They can answer the call, transfer it if required and even check the status of the call log with the MyOperator App. Interestingly, they can also make a call using their mobile phone only. We are happy to use the services, best that it replaces the typical EPABX system and enables us to do all the tasks using mobile phones only. MyOperator customer support is so quick, Ms Vimalpreet Kaur responds to all the queries so quickly and resolve them in a few minutes. She is always available even if it takes time to explain the functioning of the portal again and again to different team members at Karma Lakelands. I also like the chat box provided on our dashboard. I use it a lot for many queries and support required. Overall a great experience 5 Stars.

- Lalit Arora, Assistant Manager, Karma Lakelands

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