Exotel enhances Practo’s customer experience with call integrations
Right from the early days, Practo’s team had a secret weapon that gave them the edge. This secret weapon is none other than their CRM – Epicenter. Built by their in-house engineers, Epicenter is used for everything – sales, support, upselling, billing, and is the ERP for Practo.
Practo had a very clear mission – they wanted their customers to have a phenomenal experience every time they used their service. Naturally, Practo is fanatical about having a complete control over the experience their customer gets, irrespective of the medium. To do so, it was important for them to have a central console that allowed them to track and assess each aspect of customer communication.
Since calls and SMS were central to their customer experience, they needed a calling solution that integrated with their CRM and was easy to use.
Exotel – the perfect solution
Shashank N D, Co-founder & CEO of Practo
After Exotel had introduced Practo to the possibility of cloud telephony, Practo integrated Exotel with Practo Epicenter. Today, their sales, support, marketing & accounts teams use Exotel to interact with customers.
Integrating Epicenter with Exotel has helped Practo have all their customer data in one place. When employees of Practo speak to a client, they have all the call records, time & date of the prior conversations with the complete context and control of the situation.