Learn how MCUBE s Dialer Solution helped BigBasket, India s largest online grocery store, optimize their customer service and increase efficiency.

1. Revamping Customer Engagement &
Retention with MCUBE Dialer Solution for
India’s Largest Online Grocery Store, ‘ Big
Basket Daily’.
MCUBE & Big Basket Daily establishing a profitable & synchronous affiliation
eliminating manual outbound calling & facilitating pragmatic contact center
solutions with perceptive call assignment & real-time call tracking.
MCUBE assists Big Basket Daily in building an
Operative & Effective Communication System:
An Overview
Big Basket has created a market prominence as one of the leading online
grocery delivery services in India. With its convenient and user-friendly platform,
Big Basket Daily has revolutionized how consumers shop for groceries. The
company has a large customer base, engaging the company in dialling &
receiving a high volume of calls daily. To improve the efficiency of their customer
service operations and establish an agent-friendly & efficient platform for
connecting to customers in a manner of transcendence, Big Basket Daily
implemented MCUBE Dialer Solution, a telecommunications tool that
automatically dials and connects customers with available agents. The
association of Big Basket Daily with MCUBE since September of 2020 has not
only strengthened the Big Basket contact center maneuvers but also contributed

2. towards a significant growth in business & enabling control of the program across
India from one location.
Initial Requirements of Big Basket Daily’s
Contact Center Solution
Big Basket Daily has identified numerous critical requirements for their business
telecommunications system to enable smooth collaboration, ease of data
allocation, call tracking, call recording, call analytics and more. To ensure a
seamless experience for its users the following initial requirements were
detected:
● Implement a service that allows the company administrator to view all
customer’s mobile numbers while hiding them from all other users.
● Ensure that customer’s mobile numbers are only accessible to the
administrator and are not displayed or shared with any other user of the
platform.
● Allow the administrator to selectively reveal a customer’s mobile number to
specific users on a need-to-know basis.
● Implement appropriate security measures to protect the confidentiality of
customers’ mobile numbers.
● Implement a feature that prevents customers from viewing or obtaining the
mobile numbers of any Big Basket executives or employees.
● Provide tools for tracking and monitoring the performance of executives,
including the number and duration of calls made and any relevant
customer information.

3. ● Enable easy access to customer data for executives, allowing them to
efficiently and effectively communicate with and assist customers.
● Develop a structured and organized program with clear guidelines and
protocols for executives to follow.
Challenges Faced By Big Basket Daily Before
MCUBE’s Support
Big Basket Daily confronted several challenges in its efforts to streamline and
improve its sales processes. One of the main challenges has been the need for
dialer facilities for the sales team, making it difficult for them to contact and
communicate with potential customers efficiently.
In addition, the company has struggled with phone calling where tracking was not
possible, making it difficult to monitor the performance of individual sales
executives and identify areas for improvement. Data allocation to executives has
also been a challenge, as it has yet to be possible to easily track and allocate
customer data to the relevant sales executive. These challenges have hindered
Big Basket Daily’s ability to reach and engage with potential customers effectively
and have limited the company’s sales and growth potential.

4. Solutions Provided By MCUBE
● Enabling our Number Masking Service allows the company administrator
to view all customer’s mobile numbers while masking them from all other
users and ensuring the confidentiality of customers’ mobile numbers &
unauthorized access or misuse.
● Implementation of MCUE Dialer System that allows the sales team to
make calls and communicate with potential customers efficiently.
● Execution of our call tracking and monitoring features that enable the
company to track the performance of individual sales executives and
identify areas for improvement.
● Engaging MCUBE Track Solution for efficiently allocating customer data to
the relevant sales executive based on location or other relevant factors.
● Seamless CRM integration to a much easier interface for the executives to
operate the platform without an intensive training regimen.
● Implement Security Measures to protect the confidentiality of customer
data and ensure that it is only accessed by authorized personnel.
MCUBE Services Used By Big Basket Daily
● MCUBE Track
● MCUBE Click to Call
● MCUBE AutoDialer
● MCUBE Number Masking
● MCUBE Reports
Impact of MCUBE’s Cloud Telephony Solution
on Big Basket Daily’s Contact Center

5. The adoption of MCUBE’s cloud telephony solution by Big Basket Daily’s contact
centre significantly impacted the efficiency and effectiveness of the contact
centre’s operations. MCUBE’s cloud telephony solution is designed to provide a
range of advanced features and functionality that can help streamline
communication processes, improve customer experience, and increase the
productivity of contact centre agents. Some specific ways in which the
implementation of our cloud telephony solution has influenced Big Basket Daily’s
contact centre include:
● Using MCUBE, BB Daily significantly increased its reach while finding its
lost customer.
● Facilitated winning back lost customers.
● By Masking the end customer no, MCUBE has been instrumental in
keeping the customers’ privacy intact, which is a significant step towards
saving the customer data safe from unwanted risk.
● MCUBE brought in the much-required transparency in the contact centre
team enabling management to improve the calling efficiency & agent
productivity by 3X.
● Using MCUBE, BB Daily has seen immense business growth by enhancing
customer satisfaction and overall communication experience.
● MCUBE telephony platform helped in handling customer concerns &
offering appropriate solutions to the customers.
● MCUBE offered the ability to run the Loyalty programs smoothly and
control it from a single location has dramatically improved the efficiency
and effectiveness of the BB Daily contact centre.
“So far, it’s a great association with MCUBE. There has been great post-sales
support from the MCUBE team, they have been always there when BBD required

6. any kind of support. MCUBE has been prompt in terms of addressing concerns,
always takes extra efforts to meet our ever changing requirements which makes
MCUBE different from any other competitors in the segment. We are planning
massive growth with MCUBE, which will increase the usage 3x to 4x from the
current stage.” – Arijit Saha, National Winback Lead – Customer Retention, Big
Basket.