Imagine trying to juggle 20 billion conversations a year, all while keeping your customers happy!
Exotel, a leading AI transformation partner for customer engagement and experience, is trusted by over 7000 clients globally across various industries. Exotel facilitates over 20 billion annual conversations through omnichannel, voice, agents, and bots. With a rapidly growing customer base spanning the globe, they needed a payment solution that could keep up with the pace and ensure a seamless experience for everyone involved.
So, eight years ago, they turned to Razorpay! Razorpay’s Payment Gateway (PG) provided the flexibility, reliability, and efficiency needed to simplify Exotel’s payment processes, enabling their clients to quickly and seamlessly activate their plans.
The Challenge
As Exotel’s clientele and service offerings expanded, they needed an efficient, scalable, and hassle-free payment system. Their priority was to ensure that payments were processed without delay, and customer plans were activated instantly. Additionally, with Exotel’s global expansion across entities in countries like Indonesia, it became crucial for their payment gateway to handle this complexity with ease.
The Solution
Razorpay’s Payment Gateway (PG) was selected as the solution of choice to streamline Exotel’s payment process. Razorpay’s PG enables Exotel’s customers to log into their dashboard, select a prepaid plan, and make payments instantly. The reverse integration functionality ensures that once a payment is made, it is immediately reflected in Exotel’s system, allowing for quick activation of the customer’s plan without delays.
Key Outcomes
- Unparalleled Reliability and Uptime: Exotel has experienced zero downtime in eight years of using Razorpay’s Payment Gateway. This high level of uptime has ensured that their customers never face disruptions when trying to make payments, which has been critical for their prepaid services.
- Instant Payment Activation: One of the core benefits of using Razorpay’s PG is the instant reverse integration that occurs when a customer makes a payment. Once the payment is confirmed, Exotel’s systems are updated in real-time, and the customer’s service plan is activated immediately. This quick turnaround has been key to maintaining customer satisfaction.
- Minimal Payment Failures: Exotel reported a payment failure rate of less than 1%, a testament to the robustness and reliability of Razorpay’s payment processing.
- Efficient Global Expansion: As Exotel expanded into new regions, Razorpay’s flexible infrastructure continued to support them. Exotel now operates across five entities, including their overseas branch in Indonesia. Razorpay’s payment solution has enabled seamless payment processing across all these regions, simplifying Exotel’s operations.
Conclusion
Our partnership with Exotel has flourished over the years, built on mutual trust and a shared vision for innovation. We greatly value the confidence Exotel has placed in us, and it’s this trust that drives us to continually enhance our collaboration. By equipping Exotel with strong data analytics, we empower them to gain valuable insights into payment preferences and transaction trends. This enables Exotel to make informed, data-driven decisions that align with their customers’ behaviors across regions and payment methods. As we continue to work closely with Exotel, our focus remains on supporting their growth with seamless, reliable payment solutions, helping them deliver exceptional experiences to their customers.
