Multi-channel | Multi-channel | Case Study

Flipkart & Kaleyra

23 Jul, 2020

Flipkart Increases Operational Efficiency Through Kaleyra’s Cloud Telephony Platform

Flipkart is India’s leading e-commerce marketplace with over 100 million registered users and more than 100k sellers. Though the company’s database, communication protocols, network architecture, on-premise solutions were well-aligned and systematic, an appropriate channel was required to ease communication with various stakeholders involved. The e-commerce giant needed a platform that is adaptable, has the ability to scale rapidly, can be customized in a highly collaborative environment, and protects customer data privacy. It needed a highly agile platform that provided real-time data to enable quick business decisions.

When Kaleyra, a global Cloud Communication platform, analyzed the nature of queries, it was clear that the queries received by Flipkart via its customers were identical. Most of the queries were related to orders and shipments but the volume of queries being handled was massive and in millions. Kaleyra suggested an efficient, technology-driven solution – automation.

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