Introduction
About iACE
iACE, or the International Automotive Centre of Excellence, stands as a revolutionary initiative in the Indian automobile industry. This venture, a product of the partnership between the Government of Gujarat and Maruti Suzuki India Limited, is dedicated to the upskilling and reskilling of students, faculties, industry professionals, and government sector employees in the field of automotive technology
The pandemic taught us a lot. Looking back, it seems like the most enriching phase of our lives in the logistics industry, which was changing at that time.
Ishita Shah
Program Manager, Delhivery
Challenges
Over the last few years, iACE has been facing notable hurdles in their telecalling endeavors-
Staffing Dilemma
The need for a dedicated team was apparent, but hiring full-time staff was impractical, as they needed to fulfill multiple roles, including technical responsibilities during non-calling periods. These non-calling periods primarily existed because iACE only had 2 cohorts in 6 months which eventually led to under-utilization of resources during downtime.
Outsourcing Limitations
Conventional BPO agencies were financially prohibitive and hindered by complicated terms and conditions. The exceptionally high monthly fee per agent was unsustainable for iACE.
Discovering SquadStack
In the 2nd Quarter of 2023, while actively scouring the internet for a suitable solution, iACE's marketing and communication department stumbled upon SquadStack. The company was intrigued by SquadStack's offerings and initiated contact to understand the solution better.
Solution
SquadStack's Plug-and-Play Telecalling: After engaging with SquadStack's team, iACE decided to commence a pilot campaign with the Plug-and-Play solution. The results were nothing short of remarkable
Enhanced Lead Conversion
SquadStack's solution addressed the crucial issue of the first touchpoint with leads, significantly boosting conversion rates. With SquadStack handling initial calls, iACE could channel its resources into refining other processes and strategic goals.
Efficient Handling of Initial Calls
iACE stressed the importance of the initial call in the decision-making process for prospective students. SquadStack's Plug-and-Play solution expertly managed these calls, saving time for the iACE team and ensuring consistently high-quality interactions.
Accelerated Seat Filling
Outsourcing telecalling to SquadStack expedited the enrollment process. In contrast to the previous year, when seats were filled in September, iACE was able to initiate classes in August, thanks to the increased efficiency in lead management.
Impressive Conversion Rate
The conversion rate witnessed a substantial surge, soaring from 1% in the year 2022 to an outstanding 7% in 2023. This impressive leap was attributed to SquadStack's efficient handling of initial calls and iACE's strategic shift towards prioritizing lead quality over quantity.
Enrollment Growth
iACE experienced a substantial increase in enrollments, with over 200% increment in the number of students from 2022 to 2023. SquadStack's Plug-and-Play solution contributed to a remarkable 50% increment in conversion and admission numbers.
SquadStack’s Plug-and-Play solution was the perfect fit for what I was looking for, and I have already started sharing the platform with others.
Anit Roy
Deputy Manager Marketing and Communication
Conclusion
SquadStack has helped Delhivery across multiple use cases to get new customers, manage their lead funnel, activate newly onboarded customers, and conduct surveys that have helped them derive conclusions to make data-backed product decisions.
SquadStack’s Plug-and-Play solution was the perfect fit for what I was looking for, and I have already started sharing the platform with others.
Ishita Shah
Program Manager, Delhivery
