SLCM re-engineers it’s dedicated 24*7 Call Centre for Collateral Management and Warehousing Services

Sohan Lal Commodity Management (SLCM), India’s leading Agri services solutions provider with operations across India & Myanmar had set up its first dedicated 24*7 call centre in the early 2010 to cater to its Agri-warehousing operations in India and Myanmar. The call centre has now been digitally transformed into a paperless entity integrating Artificial Intelligence, to make it more efficient and seamless. The call Centre is a part of SLCM’s endeavor to provide real time technologies for managing the Agri space, in line with its multiple awards winning Agri Reach technology. It will have a dedicated team of customer support executives who wil provide support to the field staff, 24*7.   The system uses real time data integrating it with Artificial Intelligence to provide seamless experience to the field staff thus adding a much needed human yet smart element to the technology enabled platform “AGRI REACH”. AGRI REACH is an algorithm which combines series of processes, audits and Real Time tracking of the facilities to give error-free results and deplete the risk of crop damage.  SLCM is the only Company in this domain which has a Centralized Real Time Process Management System and the patent for “AGRI REACH” is pending. It uses techniques like geo-fencing to Real Time tracking, bar-coded storage receipts to avoid thefts/ pilferage, Internal Audits along with a “Maker and Checker” policy at each level.   In an archaic industry like agriculture, SLCM has once again showcased its ability for innovation.    Through this call centre, SLCM strives to enhance service standards and constantly raise the bar on scientific storage by eliminating the paper work and providing the evidence of the calling details. It will also help in reducing the timelines which will lead to an overall improvement in the efficiency of the system.   Talking about the initiative, Mr. Sandeep Sabharwal, Group CEO, SLCM said, “In a marketplace model, Intelligent Call centers have an extremely important role to play as they create a physical touchpoint. The idea behind augmenting this dedicated 24x7 call center is to create an interface that warehouse managers may be more comfortable using. The call centre builds upon our Centralized Real Time Process Management System “AGRI REACH” and integrates it with Artificial Intelligence for real time monitoring, thus enhancing the level of service. So far, the interactions with these warehouse managers have been through online portal and emails. Now, through this call centre they will have a dedicated customer care person to talk to, to discuss issues related to inventory, and other logistical issues. As all of our warehouses are now online, we wanted to setup a virtual customer service network which complements our digitization efforts and this call centre is a step in that direction.  . “     The call centre will be equipped to provide the evidence of the calling details and will have technical features like MySQL Version: 5.1.73 – Backend Database Interface Coded in PHP 5.3.3, perl v5.10.1 used for automation process, Asterisk 1.4.32 – Dialer HTML5 - Graphic User Interface. Additionally, it will have all warehouse contact details predefined for auto dialing besides all incoming or outgoing call divided into three types, Morning, Afternoon and Evening. All the calls will also get automatically recorded across the platform.  These calls will later be verified for quality and training needs of Back office and field staff.   To make things convenient for the call centre representative, the call centre will come with landing page, for incoming and outgoing call, which will be prefilled with balance stock and basic details. For unhindered service, the call centre will have manual entry option in case phone lines are not working.