62% Contact Ratio Reduction via Integrated Automation

Rising product adoption led to a surge in repetitive support queries, threatening to inflate costs linearly with growth. I designed an omnichannel automation architecture to handle high-volume inquiries and decouple growth from headcount. Organization / Context: Ather Energy / Rapid market expansion Problem addressed: Manual handling of repetitive queries required unsustainable increases in support staff. Actions taken: Integrated Salesforce, IVR, and WhatsApp; automated 76% of sales queries; implemented IVR-to-lead mapping Measurable outcomes: 62% reduction in contact ratio; 34% increase in lead capture; freed capacity of 7 full-time employees Tools / frameworks used: Salesforce, AMEYO Telephony, WhatsApp Business API