Ovex Software offers a myriad of software solutions to help increase productivity and boost operational efficiency of your organization.
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Libertybooks.com is one of the pioneers of E-Commerce platforms in Pakistan. Libertybooks wanted to update its E-commerce portal to cater to the increasing traffic on the website and offer additional functionalities and recommendations to improve user experience. Libertybooks offers more than 50,000 items/SKUs on its portal. Additionally, Libertybooks wanted to incorporated an AI based recommendation engine, which would train itself based user searches and offer relevant selection of items to the visitors/users.
To improve customer experience through a well-designed web-site and help users quickly locate the books they are looking for and also offer more choices in the same genre and based on customers previous search history and preferences. With online payment mechanism in place, customer data security was a significant concern, which needed to be catered to.
Ovex team worked with Libertybooks to understand the development requirements, especially the traffic volume, very big database of books and expectation of new generation of users. Libertybooks further wanted to make online channel a significant part of its’ revenue stream, which was a significant change from previous vision of serving customer through Libertybook’s outlets in Pakistan. With these requirements in mind, Ovex team went to drawing board to design software architecture with speed and security in mind and proposed plan was presented to management. Deployment got slightly delayed due to changes required in the hosting servers owing to AI services incorporated in the software architecture.
Ovex helped design the E-Commerce platform, identify and set up hosting server requirements, and embed an AI based self-learning recommendation mechanism. With 6 months of post implementation support, Ovex was able to successfully deploy a fully functional solution, which is making increasing contribution to revenues of Libertybook.com platform.
A public sector bank of Pakistan wanted a CRM solution to manage customer interactions and complaint management. A specific requirement was to create multiple projects with CRM, with every project requiring its own customized workflow. With Omni-channel (multiple customer contact platforms) support consolidated into one CRM platform.
This development required working with myriad of technologies to integrate multiple platforms in one application. One user interface to manage all customer interactions and facilitate first call resolution mechanism in place, a specialized focus, yet diverse technology stack was needed. This was necessary to keep track of all customer interactions and ensure none of the customer complaint is left un-attended.
Ovex used its custom developed CRM as base platform to enhance its functionality to meet the requirements of the bank. Capability to create multiple projects and queues was extended to meet the needs of the bank for its marketing, customer services and product activation departments. With multiple queues for new products and services, customer complaints and queries, each interaction needed to be tracked but consolidated to create a great customer experience.Ovex CRM sets up multiple channels to address varied customer interactions, incorporating criticality of the interaction. A real-time dashboard with detailed reporting helped management stay on top of every customer interaction
Ovex helped incorporate operational complexity into one platform, taking care of every interaction and simplifying it into one application, with great supervisory features to manage a large-scale operation. The result has been overwhelming great customer support leading to enhanced service delivery through increased transparency which has resulted in greater accountability for all of its queues.