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
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
Call and SMS Integration
Firehose
Forums
Crawler
Blogs
Customer response Team
WorkFlow Engine
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
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
Datacenter log
User publically available data
Advantages
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
Let’s Talk
Ishaan Makker
Enterprise Solutions,OneDirect
+91–9873836938