Case Studies

About GRS water park

GRS Fantasy Park is one of Mysore city’s favorite tourist destinations. It is an amusement and water park for the entire family. It is spread across a sprawling 35 acres of lush greenery on the Mysore-Bangalore highway. Mysore’s only Amusement and Water Park Average Footfall per day is 2000–3000 and 3000–4000 at Peak time.

Challenges:

1. Managing High Volume of Inbound Calls

• Handling a substantial influx of inbound calls, averaging 400 calls per day, presents a significant challenge. 

• Task becomes especially daunting when considering the manual effort required to process each call and construct a comprehensive customer database from the vast amount of incoming data.

2. Bottleneck in Customer Cost Estimation (Commercial)

• The bottleneck observed at the payment and query counter results in excessive time and effort investment, leading to negative feedback from customers. 

• This bottleneck is evident in the long queues at the customer check-in, causing frustration and dissatisfaction among patrons.

3. Live Feedback Collection

• The post-sales experience poses a significant challenge, particularly in scenarios where daily customer check-ins exceed 1000.

• Gathering live feedback becomes particularly arduous in such high-volume situations, hindering the ability to promptly address customer concerns and improve overall satisfaction levels.

4. Management Complexity in Paytm QR Code Payments

• The existence of 18 counters across various locations and 13 billing machines (QR codes) for Paytm transactions introduces a management challenge. 

• Monitoring and keeping track of all transactions and payments received become arduous tasks for the management due to the decentralized nature of these operations.

Applications used by GRS water Park

Solutions provided by viaSocket

1. Excellent Customer Interaction Management with Google sheet integration

• When customers call GRS with questions, their information is sent to Google Sheets after the call.

• They also receive a feedback text and can start a direct chat on WhatsApp for further help, all managed easily with viaSocket EBL.

2. Simplifies Group Check-in and Billing

• When a group checks into the waterpark at GRS, the staff enters their details and counts into a ZOHO form.

• viaSocket then sends the estimated bill amount to the customers via SMS or WhatsApp, as well as to the ticket counter.

• Customers can then head directly to the counter and pay the estimated amount hassle-free.

3. Improved management with real time feedbacks

• Once customers are onboarded, they'll get a feedback form on their mobile phones through the MSG91. After they submit their feedback, the data is stored in Google Sheets as a database.

• Depending on whether the feedback is good or bad, staff will promptly approach the customer to address any issues in real-time. 

4. Centralized Management of Payment Transactions with viaSocket

• When customers purchase a product and make payments via Paytm QR code at various locations or stores, all these transactions are seamlessly integrated using viaSocket. 

• viaSocket then transfers all the Paytm payment transaction data to a single Google sheet, where details are segregated based on the store.

About Nutrabay

Nutrabay stands as India’s premier online destination for authentic supplements, specializing in whey protein, health, nutrition, and bodybuilding. Renowned as the country’s top and fastest-growing nutrition store, Nutrabay offers a diverse range of products tailored for health, wellness, fitness, and bodybuilding needs, ensuring convenient accessibility across the nation.

Nutrabay lists and fulfills all popular and top brands in India. With a commitment to authenticity, Nutrabay ensures that all products are delivered directly from the source, eliminating middlemen and third-party sellers. Run by a passionate team dedicated to advancing India’s fitness journey, Nutrabay strives to offer quality products in support of this mission.

Challenges

As Nutrabay continued to grow its customer base and expand its product offerings, managing daily workflows efficiently became increasingly challenging. Key challenges included:

1. Limited Order Visibility

• Customers had limited visibility into the status of their orders, leading to frustration and increased customer support inquiries.

• Lack of visibility into order fulfillment stages resulted in increased customer inquiries, leading to additional workload for customer support teams.

• Dissatisfied customers are less likely to make repeat purchases or recommend the brand to others. Poor order visibility and transparency can, therefore, have long-term consequences on customer retention and loyalty.

2. Payment Processing Complexity

• Managing payments through multiple online payment gateways such as Razorpay and Paytm added complexity to the workflow, requiring manual intervention and reconciliation.

• Different payment gateways may offer varying user experiences, leading to inconsistencies in the checkout process. Nutrabay's customers may encounter difficulties or confusion when navigating through different payment options, impacting overall satisfaction.

• Manual handling of payment data increased the risk of errors such as double-charging customers, failing to capture payments, or misreporting transaction statuses. These errors not only affected customer trust but also posed compliance and financial risks for Nutrabay.

Applications used by Nutrabay

Solutions provided by viaSocket

Nutrabay partnered with viaSocket to streamline its daily workflows and enhance the customer buying experience. The solutions provided addressed Nutrabay's challenges effectively:

1. Real-Time Order Status Updates

Nutrabay integrated ViaSocket with its WordPress website and customer database, allowing customers to check their order status online in real-time.

This integration enables customers to track their orders directly through their Nutrabay accounts, reducing the need for manual intervention and support inquiries.

• Improved Customer Communication: ViaSocket's integration with Nutrabay's WordPress website enabled real-time order tracking and notifications. Customers received timely updates on their order status, enhancing communication and transparency throughout the purchase journey.

• Self-Service Options: Real-time order tracking empowered customers to check their order status independently, reducing reliance on customer support for order inquiries. Self-service options improved efficiency for both Nutrabay and its customers, leading to a more streamlined experience.

• Trust and Confidence: Transparent order tracking and notifications fostered trust and confidence in Nutrabay's service. Customers felt reassured knowing that their orders were being processed efficiently and that they had visibility into each stage of the fulfillment process.

Real-time order status updates allow customers to track their orders conveniently, leading to higher satisfaction and reduced support inquiries.

2. Payment Processing Automation

ViaSocket automated the payment processing workflows by capturing payment IDs generated by online payment gateways such as Razorpay and Paytm.

These payment IDs are seamlessly transmitted to Nutrabay's customer database, ensuring accurate and timely updates on payment statuses (Captured, Initiated, No Invoice).

• Seamless Payment Experience: ViaSocket facilitated dynamic integration with multiple payment gateways, ensuring a seamless payment experience for Nutrabay's customers. Regardless of the chosen payment method, customers could complete transactions smoothly and securely.

• Automated Payment Reconciliation: Integration with payment gateways enabled automated payment reconciliation, reducing the manual effort required for financial reporting and record-keeping. Nutrabay could accurately track payment statuses and reconcile transactions in real-time, improving financial visibility and accuracy.

• Consistent Checkout Experience: Standardizing the checkout experience across different payment gateways enhanced consistency and usability for Nutrabay's customers. Regardless of the chosen payment method, customers encountered a familiar and user-friendly checkout process, improving overall satisfaction.

Automated payment processing has simplified reconciliation processes and improved payment visibility for Nutrabay.

Nutrabay's partnership with ViaSocket has enabled the company to automate its daily workflows effectively, resulting in enhanced operational efficiency and a superior customer buying experience in the competitive health and wellness industry.

• RackBank relies on digio.in for KYC verification.

• Automating the workflow from alerting internal teams to user communication and verification is imperative for seamless operations.

3. Efficient Network Monitoring via SNMP:

• With hundreds of network devices employing SNMP for data collection and network monitoring, RackBank faces the challenge of timely and accurate alerting based on predefined thresholds.

4. Optimizing Form Data Management:

• RackBank integrates form services across its website for various purposes such as signup, contact, queries, and meeting scheduling.

• Managing and utilizing the data collected from these forms efficiently across multiple platforms is essential for streamlined operations.

5. Ensuring Website Uptime and Performance:

• RackBank manages multiple CNAME records across its websites.

• Monitoring website uptime and performance across these domains is critical to maintaining operational excellence and user experience.

Applications used by RackBank for Automation