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Haptik > Case Studies > Netmeds' Transformation: Improving First Response Time by 99% with IoT
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Netmeds' Transformation: Improving First Response Time by 99% with IoT

Applicable Industries
  • Cement
  • Pharmaceuticals
Use Cases
  • Chatbots
  • Leasing Finance Automation
The Challenge
Netmeds, one of India's most trusted pharmacies, faced a significant challenge during the height of the COVID-19 pandemic. The company experienced a tenfold increase in its customer base, leading to a surge in incoming traffic and a consequent increase in agent load. The company was struggling to handle the increased demand and needed to automate simple queries to reduce the load on its agents. Additionally, Netmeds was under pressure to offer 24/7 customer support to address the round-the-clock queries about medicines, prescriptions, and more. The company also aimed to improve its resolution rate and first-response time (FRT) to enhance customer satisfaction.
About The Customer
Netmeds is one of India's most trusted and convenient pharmacies, with a founding family that has over 100 years of experience in dispensing quality medicines. The company experienced a significant surge in traffic during the COVID-19 pandemic, with its customer base growing tenfold. Netmeds offers a wide range of pharmaceutical products and services, and it needed a solution to manage the increased demand and provide round-the-clock support to its customers. The company is committed to providing quality customer service and aimed to improve its resolution rate and first-response time.
The Solution
To address these challenges, Netmeds partnered with Haptik to build a chatbot capable of handling its core issues. Haptik's solution was designed to offer a strong and consistent experience to Netmeds' customers while helping the company build long-lasting relationships with its customers. The chatbot provided 24/7 support for Netmeds' 5.7 million customers, managing 4800 chats per day via automation and routing to human agents where necessary. This allowed Netmeds' customers to easily track and manage their orders and get instant information by directly chatting with the virtual assistant. The solution was designed to handle the surge in demand caused by the pandemic, saving agent hours and improving first-response time.
Operational Impact
  • The chatbot solution built by Haptik had a significant and quantifiable business impact for Netmeds. It allowed the company to manage the sudden surge in demand caused by the pandemic effectively. The solution not only saved agent hours but also improved the first-response time significantly, enhancing customer satisfaction. The automation of simple queries reduced the load on human agents, allowing them to focus on more complex customer issues. The 24/7 support provided by the chatbot ensured that customer queries were addressed promptly, regardless of the time of day. This led to improved customer relationships and a stronger, more consistent customer experience.
Quantitative Benefit
  • 99% improvement in First Response Time (FRT)
  • Saved over 2600 man hours
  • Achieved an automation rate of 83.6%

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