It will provide real-time technologies for managing the agri space, in line with its multiple award-winning Agri Reach technology.
Sohan Lal Commodity Management (SLCM), India’s leading agri services solutions provider with operations across India and Myanmar, has digitally transformed the 24X7 call centre dedicated to its agri-warehousing operations in India and Myanmar into a paperless entity integrating artificial intelligence (AI), to make it more efficient and seamless.
The call centre, which was established in 2010, is a part of SLCM’s endeavour to provide real-time technologies for managing the agri space, in line with its multiple award-winning Agri Reach technology. It will have a dedicated team of customer support executives who will provide support to the field staff.
The system uses real-time data integrating it with artificial intelligence to provide seamless experience to the field staff, thus adding a much-needed human yet smart element to the technology-enabled platform Agri Reach, an algorithm which combines series of processes, audits and real-time tracking of the facilities to give error-free results and deplete the risk of crop damage.
SLCM is the only company in this domain which has a centralised real-time process management system, and the patent for Agri Reach is pending. It uses techniques like geo-fencing to real-time tracking, bar-coded storage receipts to avoid thefts/pilferage and internal audits, along with a maker and checker policy at each level.
In an archaic industry like agriculture, SLCM has once again showcased its ability for innovation. Through this call centre, it strives to enhance service standards and constantly raise the bar on scientific storage by eliminating paperwork and providing the evidence of the calling details. It will also help in reducing the timelines, which will lead to an overall improvement in the efficiency of the system.
Talking about the initiative, Sandeep Sabharwal, group chief executive officer, SLCM, said, “In a marketplace model, intelligent call centres have an extremely important role to play, as they create a physical touchpoint. The idea behind augmenting this dedicated 24×7 call centre is to create an interface that warehouse managers may be more comfortable using.”
“It builds upon our centralised real-time process management system Agri Reach, and integrates it with artificial intelligence for real-time monitoring, thus enhancing the level of service,” he added.
“So far, the interactions with these warehouse managers have been through online portal and e-mails. Now, through this call centre, they will have a dedicated customer care person to talk to, to discuss issues related to inventory, and other logistical issues,” Sabharwal stated.
“As all of our warehouses are now online, we wanted to setup a virtual customer service network which complements our digitisation efforts. This call centre is a step in that direction,” he added.
The call centre will be equipped to provide the evidence of the calling details and will have technical features like MySQL Version: 5.1.73 – Backend Database Interface Coded in PHP 5.3.3, perl v5.10.1 used for automation process, Asterisk 1.4.32 – Dialer HTML5 – Graphic User Interface.
Additionally, it will have all warehouse contact details predefined for auto dialling, besides all incoming or outgoing call divided into three types – morning, afternoon and evening. All the calls will also get automatically recorded across the platform. These calls will later be verified for quality and training needs of the back office and field staff.
To make things convenient for the call centre representative, the call centre will come with a landing page, for incoming and outgoing call, which will be prefilled with balance stock and basic details. For unhindered service, it will have manual entry option in case phone lines are not working.
It will provide real-time technologies for