Vismaya bags CRM order from Fabmart

BANGALORE: Vismaya Technologies has implemented its CRM package SpelBind at

Fabmart's Web-based contact center here.

Fabmart, with around 1,20,000 customers, had initially outsourced their

customer support, servicing around 500 inbound calls per day, 15,000 calls each

month. While the company wanted greater control over its customer experience,

the challenge for Fabmart was to handle its operations from a remote location.

SpelBind Remote CRM solution has enabled to address Fabmart’s issue of

providing a highest level of customer support and services for Fabmart customers

through email and chat, while keeping the interaction fast.

Vismaya, president Engineering, Sripathi Seshadri , said, "Fabmart now

is fully equipped with our "Converged Media communication Platform" to

enhance their customer support. Due to our state of the art technology platform

we were able to migrate from the earlier customer support of Fabmart, within a

record time of 15 days, thereby providing a value add for their TCO (Total cost

of ownership)".

Fabmart's decision of choosing SpelBind is also to scale up its call center

capacity in about three to four months for which they required a CRM solution.

Secondly, the company required a solution that could be customized to suit their

needs. SpelBind, with its Open Architecture that is highly flexible and

scalable, was just the right solution.

Fabmart, vice president, Sundeep Thakran, said, "At Fabmart, customer

service is central to offering our customers an unrivalled shopping experience.

We chose SpelBind after evaluation of the services offered by several

International players. We did so, looking at the performance and robustness of

the SpelBind software, coupled with the high commitment shown by the entire

Vismaya team. Looking at the smooth transition of the Customer Service function

in-house, our decision on choosing SpelBind has been vindicated."

"Fabmart was a unique challenge for us wherein we could customize our

deployment based on client requirements and yet still promise a 360-degree view

of each Fabmart customer. For us, Fabmart has been a key win and a prestigious

client to work with, given the fact that they were already using an existing

software and were looking at a solution which was far above the rest", said

Vismaya, VP, Marketing, Subrojeet Syam.