Legacy to Leading-Edge: IDS Next's Cloud Transition for Superior Customer Experience

As a technology provider for the hospitality industry, IDS Next implemented the RADIUS customer experience platform to enable cloud-based voice support for its distributed workforce. The result: streamlined operations, improved efficiency, and enhanced service quality for hundreds of hotel clients across India.

Reduction in Average Handle Time

30%

Significant Reduction In operational cost

Increase in First Contact Resolution rate

25%

Enhanced service quality leading to higher customer retention rates

Reliability for reliable 24/7 support

99.99%

About Customer

Customer : IDS Next
Industry : Hospitality
Contact Center : 70+
Location : Bangalore, India

Challenges

Urgent Need for Cloud Migration
Limited Scalability for Growing Operations
Legacy On-Premises Infrastructure
Maintaining Service Continuity During Migration

Key Features

Phased Migration Approach
Advanced IVR Integration
Call Back & Auto Dial Functionality
Voice Support

“RADIUS allowed us to redefine customer service quality for our hotel clients, supporting a smooth transition to cloud infrastructure with zero disruption. The platform’s cutting edge features boosted agent productivity and improved customer experience. With RADIUS, we’ve strengthened our ability to deliver outstanding support around the clock for all our clients.”

IDS Next is a premier technology solutions provider specializing in the hospitality industry. The company serves hundreds of hotels across India, offering comprehensive hotel management software solutions. Their technology support operations are critical in maintaining service quality for their extensive client base, which includes properties ranging from boutique hotels to large chain establishments.

The company implemented RADIUS, a customer experience orchestration platform, to enable cloud-based voice support capabilities for their distributed workforce. This case study examines the implementation process, challenges overcome, and the resultant operational improvements.

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The Oppurtunity

Being one of the oldest clients of RADIUS while on prem infra, IDS Next faced a critical juncture in their operations as they grappled with significant operational and technical challenges threatening business continuity. The company’s reliance on legacy on-premises infrastructure was becoming a bottleneck for their growing operations, prompting a strategic decision to migrate completely to a pure cloud model. This transformation became urgent as the company needed to transition their entire workforce to a remote work environment while maintaining uninterrupted support for hundreds of hotel chains across India.

The complexity of this transformation needed to ensure their high standards of customer support remained consistent throughout the migration process, while simultaneously enabling their agents to work efficiently from home. The challenges were multifaceted: establishing reliable voice support infrastructure in the cloud, managing high call volumes from multiple hotel chains, ensuring 24/7 support availability, and maintaining service quality. The business requirements demanded a complete digital transformation needed to be executed while ensuring zero disruption.

The Strategy

IDS Next implemented the RADIUS to optimize their remote support operations. The platform provided seamless voice channel support, allowing agents to manage customer queries efficiently from any location, ensuring continuity in service despite the shift to remote work. To maintain operational continuity during the transition, RADIUS implemented a phased migration approach. This included parallel running of systems during critical phases and continuous monitoring of system performance metrics. The solution was designed to scale horizontally, allowing IDS Next to add more agents and handle increased call volumes without compromising system performance or reliability. With the integration of an advanced IVR, customers were able to self-service for common requests such as reservations and technical support, while more complex queries were routed to live agents.

Additionally, the platform’s call-back and auto-dial functionalities minimized customer wait times by automatically dialing customers when agents became available. RADIUS pure cloud offers scalability while providing real-time monitoring and analytics for operational insights.

The Outcome

The implementation of RADIUS led to significant operational improvements across multiple areas. System availability reached 99.9% uptime, enabling true 24/7 support capability with notably reduced call drop rates. Efficiency metrics showed remarkable improvement, with a 30% reduction in average handling time, 40% decrease in call wait times, and a 25% increase in first-call resolution rates. The business impact was substantial, with noticeable reductions in operational costs, improved scalability, and enhanced service quality leading to higher customer retention rates. The cloud-based system proved particularly valuable during peak demand periods, allowing for flexible resource allocation and efficient call management.

The implementation of RADIUS at IDS Next stands as a testament to successful digital transformation in customer support operations. The transition from traditional support infrastructure to a modern, cloud-based system has not only enabled seamless remote work operations but also significantly improved service quality and operational efficiency.