Groupon India uses Exotel to have distributed teams work with a virtual call center

Groupon (formerly Crazeal) has one daily deal on the best things to do, see, eat, and buy across India. A part of GROUPON Inc. - the big daddy of deals on the internet - we are big on fun, but take our business very seriously at the same time.


In-fact, any-day people can't come to work, for multiple reasons in Bangalore, the call-center team is unable to work, but with Exotel, the other teams are able to keep the work going and that is massive. Work-from-anywhere, availability 24*7, all of this comes in with this Virtual Office solution.
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Above everything else, the utility and ease of use is great. Almost Applesque I would say! - Bharath Devanathan , COO, Groupon India

Team(s) impacted: Operations, Support, Sales.
Apps used: Happy Hours , Oak Tree , Miss Call .

Groupon made an entry into India when they bought out SoSasta and re-branded themselves as Crazeal for a year's time. We spoke with Bharath Devanathan, Groupon India, COO of what learnings have happened in the past year, and how they have utilized almost every single service Exotel provides over this year for their operations.

Q. What has been the most important learning and focus over the last year for the Groupon India Leadership team?

A. We have mentioned this a lot of times before and wanted to prove it in India as well, that the most important customer in the deals/e-commerce space is the merchant (the B2B vendor) who provides an opportunity for us to take him to the world. We like to be his/her marketing consultants and hence spend a lot of time, attention and detail in understanding his requirements and needs before running any sort of deals. We have specialized merchant systems which make it easy for him/her to understand how/where Groupon adds value and how to leverage our network and products. E-Commerce in India is there to stay, and we believe that it will be with collaboration with our merchants and providing incredible value to these merchants.


Q. How did Exotel click in with Groupon's efforts though a call-center already existed?
A. There were 3 things I/we really liked about Exotel:

Ease of Configuration – I can change flows, setup in a matter of minutes.
Cloud based Telephony – No infrastructure.
The variety of solutions, and I have used all like Incoming SMS, Outgoing SMS, Voicemail, Call Recording, Outbound Calling , Inbound Calls + API.

Exotel has helped our Travel Deals team a lot and Ankur Sarwagi who Heads the vertical has been loving the solution. The Travel deals team now understands the customers, knows how to solve the pain points, and is able to keep a separate track/tab on this vertical.

Ankur in the early days used to make & receive phone calls himself and hence picked-up quickly what the customers want, what are they asking, and how can he solve it for them. Call Recording and Tracking helped him maintain good standards within the team, and since he works from Delhi/Bangalore and a bunch of places, Exotel allows all his team people to use Exotel, from any city, irrespective of any infrastructure problems.

In-fact, any-day people can't come to work, for multiple reasons in Bangalore, the call-center team is unable to work, but with Exotel, the other teams are able to keep the work going and that is massive. Work-from-anywhere, availability 24*7, all of this comes in with this Virtual Office solution.


Q. Any other use-cases with Exotel previously?
A. Yes, so the Virtual Office Call-center setup is a great boon, but apart from that our Marketing team has run multiple SMS campaigns with Exotel's simple to use App Builder, and we routed SMS to the right teams and integrated it with our API to make the process seamless for our end users.

Also, we have a few new projects coming up, and we keep picking up different phone numbers for various projects. As I said, if we wanted a small IVR change in our call-center, it takes typically 2-3 days, but with Exotel, more like 2-3 minutes. That's the awesome bit.


We would like to thank Groupon India and Bharath for always supporting us, and also using us across different verticals, be it marketing, support or sales. It is a pleasure working with them and great to see some of their learning's in the E-Commerce/Deals market in India.

If you feel you also want to have a flexible team split across cities, areas and not being only dependent upon whether the office is open or not, try Exotel, we can help your virtual office have a virtual call center.

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