Unlock the voice of your customer

About OneDirect
Team

Clients

Expertise

350+

75+

7+

Corporates across
sectors like Telecom,
Durables, Retail,
BFSI, Internet

Years of understanding Top-tier global

of Customer Experience venture capital firm
Management

Founding team
from IIT, NLS, ETH,
Zurich

Backed by

Offices: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

Leading brands using OneDirect

Telecom

Retail

E-commerce

White Goods

BFSI

Best Technology Combination

Discover & Respond
Customer Service Suite

Marketing Suite
Powerful social listening tool.

Twitter, blogs, forums, Email, Google Play) from one

Discover the conversations, people and trends

single dashboard

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.

Respond to actionable content across all channels (Fb,

Advanced Ticketing System with auto assignment,

SLAs, Ticket Taggi g, Ca

ed respo ses & a lot

Advance analytics

Tight integration with your CRM

CSAT, NPS : Know your customer delight level

ore

How OneDirect customer service suite works

Enterprise grade Security

E-Mail

Twitter

Call and SMS Integration

Firehose

Facebook

WorkFlow Engine
Tool automatically creates tickets
for all actionable mentions
Forums

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, SLAs, 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

Crawler
Blogs

Customer response Team

CSAT, NPS : Know your customer delight

level

A sneak peak:
Home screen of OneDirect Dashboard
Advantages
Increase ORM reach by 40%
Improve response time by
50%
Decrease calls to CS Dept. by
20%

Team Insights:
Be data driven Optimise your operations
Advantages
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

Individual Agent Insights:

Measure and Track performance | Gamify the system

Get 360 View of your customer:

Be Personal, make them feel loved
Advantages
Get a 360 view of your customer
with data from multiple sources
CRM
Social Media
POS
CSAT/NPS
Email
Datacenter log
User publically available data

Track customer happiness with built-in satisfaction surveys

OneDirect Marketing Suite

Track mentions and sentiments

Brand

Competition

OneDirect Marketing Suite

Understand your audience demographics!

OneDirect Testimonials and Case Study

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

Aircel (90 million Subscriber)

With the steady uptake in Aircels 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

Awards and Recognitions

Lets Talk
Ishaan Makker
Enterprise Solutions,OneDirect
+919873836938
Ishaan.makker@onedirect.in