Gharpay uses Exotel IVR

Gharpay is a doorstep cash payment network. They help businesses collect cash from their customers, and they have over 450+ clients in 2 years time. Gharpay uses Exotel IVR to take daily order updates from their field executives – It is simple and easy and real-time!

There was a night at 11pm when I sat down to look at the Exotel API for the IVR functionality and thought if we could just ask the field executives to update the same over simple IVR it could be more automated and more efficient.
By 3 am I was ready and had tested the system and it went live the next day! ... I absolutely love the fact you now bring me to the Analytics tab of your Dashboard immediately after logging in - Arpit Mohan , Co-Founder & CTO, Gharpay

Team(s) Impacted: Operations.
Apps used: Real Time CRM , Shout Out .
We spoke with Arpit Mohan (Co-Founder & CTO, Gharpay) about their business and what challenges they were facing on data collection from their payment executives who collect cash/cheques from end consumers and have to update that real-time into the system.

Q. What was the challenge being faced by Gharpay in scaling with regards to data collection from field executives?
A. Initially when we started out, the field executives would come back after picking up cash/cheque and update over a phone call to their manager (who would be in the city branch) and he would update the ticket status on the Gharpay Internal Portal manually on a computer.
As we started touching 50-100 orders a day, this process became impossible to continue so we tried an SMS based system. We thought SMS would work, but there seemed to be 2 major flaws with that:

  1. We being a Real-Time services/payments company could not lose out on information or have delayed information reach our servers. We had to update immediately to our clients and that was the advantage we held over other service providers. The SMS sometimes would not show up on our system or there would be a delay of over 24 hours which affected our business massively.
  2. It was unreliable as sometimes the SMS would not be sent at all.

Q. How did Exotel solve this with its Cloud based IVR setup?
A. There was a night at 11pm when I sat down to look at the Exotel API for the IVR functionality and thought if we could just ask the field executives to update the same over simple IVR it could be more automated and more efficient. By 3 am I was ready and had tested the system and it went live the next day! It was very easy and simple to integrate and I loved testing it out and releasing the product integrated with our Gharpay portal.
Now, all the field executives do is Call into the Exotel Number and enter the Order ID, which gets validated by our back-end and asks the executives for the following – 1 for cash collection, 2 for failed, 3 for canceled and we accordingly update the same on our back-end and to our customers as well through our API.

The Advantages of this IVR system are immense:
  1. Instant Feedback on IVR.
  2. Real-time update into our portal and hence to our customers.
  3. Fewer characters to type and IVR is easy to punch digits into.
  4. Tracking all our field executives and who did what in the day.

Q. Any final words – stories or metrics you like?
A. I absolutely love the fact you now bring me to the Analytics tab of your Dashboard immediately after logging in and this is helpful because that is what I want to check everyday:
  1. How many calls per day (i.e. collections)
  2. Failure rates if any
  3. Data of each executives with the Reports tab

We at Exotel, would like to Thank the Gharpay team for taking time out and openly talking about their business use-case and sharing it with others, so others can learn and improve from current problems they might be facing as well.
This model could help a lot of companies wanting to Pull Data from their Field Executives which might be Sales Numbers, Delivery of products, Logistic companies and many more such use-cases exist across verticals. Use Exotel IVR to power greater data collection from your team on ground today!

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