Unlock the voice of your customer

New Delhi

Second floor, F-26/4, Okhla phase 2 -

110020

Ph: 011- 6464 3453

Mumbai

No. 1C, 1st floor, Evergreen

CHSL 5a, Perry road,

Bandra West

400050

Ph: 7506936570

Bangalore

5th floor

IBC Knowledge Park

Bannerghatta Road

560076

Ph: 9711195435

Offices:-

Team

350+ Founding team

from IIT, NLS, ETH,

Zurich

Clients

75+ Corporates across sectors like Telecom,

Durables, Retail,

BFSI, Internet

Expertise

7+ Years of understanding of Customer Experience

Management

Backed by

Top-tier global

venture capital firm

About OneDirect

Leading brands using OneDirect

Telecom

E-commerce

White Goods BFSI

Retail

Best Technology Combination Discover & Respond

• Powerful social listening tool.

• Discover the conversations, people and trends

impacting your business from any corner of the

public web.

• Track and measure volume, sentiment, geographic

hotspots ,audience demographics around your and

your competitors social campaigns.

Marketing Suite Customer Service Suite

• Respond to actionable content across all channels (Fb,

Twitter, blogs, forums, Email, Google Play) from one

single dashboard

• Advanced Ticketing System with auto assignment,

SLA’s, Ticket Taggi g, Ca ed respo ses & a lot ore …

• Advance analytics

• Tight integration with your CRM

• CSAT, NPS : Know your customer delight level

3

How OneDirect customer service suite works

Twitter

Call and SMS Integration

Firehose

Facebook

Forums

Crawler

Blogs

Customer response Team

WorkFlow Engine

E-Mail

Tool automatically creates tickets for all actionable mentions

Enterprise grade Security

Manage actionable content across all

touchpoint (Fb, Twitter, blogs, forums,

Email, Google Play) from one single

dashboard

Advanced Ticketing System with auto

assig e t, SLA’s, Ticket Taggi g, Ca ed responses, integrating multiple Fb, twitter

accou ts a d a lot ore …

Real Time Social feed

Advance analytics

Tight integration with your CRM

CSAT, NPS : Know your customer delight

level

A sneak peak: Home screen of OneDirect Dashboard

Increase ORM reach by 40%

Improve response time by

50%

Decrease calls to CS Dept. by

20%

Advantages

Team Insights: Be data driven Optimise your operations

Track key metrics :

FRT, ART, Resolution time

Track activity numbers:

o Number of tickets

worked on

o Split of tickets by

source

o SLA breach

Advantages

Individual Agent Insights: Measure and Track performance | Gamify the system

Get 360 View of your customer: Be Personal, make them feel loved

Get a 360 view of your customer

with data from multiple sources

CRM

Social Media

POS

CSAT/NPS

Email

Datacenter log

User publically available data

Advantages

Track customer happiness with built-in satisfaction surveys

OneDirect Marketing Suite Track mentions and sentiments

Brand Competition

OneDirect Marketing Suite Understand your audience demographics!

OneDirect Testimonials and Case Study

Aircel (90 million Subscriber)

With the steady uptake in Aircel’s rural subscriber base, it became extremely important to make customer service more proactive in

rural areas. The challenge accepted by Aircel was to deliver a stellar customer service experience, despite logistical barriers such as

lack of on-ground customer support in most of these places

Gaurav Malik | Daikin | Director Marketing We have completed 2 business cycles with OneDirect. It has certainly

helped us open up this avenue where we can have a real time dialogue

with consumer

Ankur Warikoo | Groupon | Head, APAC and emerging

markets The one thing I really like about OneDirect is that it tracks everything on

social media for Groupon and presents it in a manner that fits in to our

workflow. OneDirect integration with our CRM was pretty smooth

Awards and Recognitions

Let’s Talk

Ishaan Makker

Enterprise Solutions,OneDirect

+91–9873836938

Ishaan.makker@onedirect.in