Author name: banante0204

CASE STUDY Enabling Telecom Tower Uptime Through Smart Complaint Resolution INDUSTRY: EV Batteries / Power Infrastructure for Telecom Process Type Inbound | Service Type: BPO BACKGROUND: CRITICAL POWER SYSTEMS, FRAGMENTED COMPLAINT MANAGEMENT Exicom provides DC power systems and lithium-ion batteries for thousands of telecom towers across India. These assets are mission-critical—any failure can disrupt voice/data connectivity, affecting millions of end users. Yet, before partnering with Mas Callnet, Exicom had no centralized system to manage tower-level complaints from telecom operators like BSNL, Airtel, or Vodafone.Each tower operator independently reported faults—often via SMS, email, or direct calls—leading to scattered complaint data, delayed resolutions, and missed escalations. The cost of inefficiency was high: tower downtime, customer dissatisfaction, and reputational risk. MAS CALLNET + CALLMASTER AI: CREATING A 360° FAULT MANAGEMENT HUB Mas Callnet stepped in with a purpose-built inbound complaint handling system for telecom tower support. Powered by CallMaster AI, we introduced automation, prioritization, and real-time coordination that helped Exicom turn chaos into control. Download Few details we would like to know ×

CASE STUDY Elevating eKYC Accuracy and Fraud Detection Through Human-Led Verification CLIENT: Leading eKYC Technology Company INDUSTRY: Identity Verification Process Type KPO | Service Type: BPO BACKGROUND: AI LIMITATIONS IN COMPLEX IDENTITY VERIFICATION The client, a global identity verification platform, uses artificial intelligence (AI) to automate KYC checks for banks, fintechs, and crypto platforms. While highly scalable, their AI engine occasionally struggled to verify documents involving poor image quality, regional ID variations, or sophisticated forgeries.Cases flagged for human review were piling up. Incomplete verification pipelines created delays, jeopardized SLAs, and increased risk for high-stakes clients. The platform needed trained human reviewers to supplement AI decisioning with fraud detection expertise, and to create a closed feedback loop for machine learning improvement. MAS CALLNET SOLUTION: A HYBRID VERIFICATION MODEL FOR MODERN COMPLIANCE Mas Callnet deployed a KPO-grade verification desk to classify, validate, and flag suspicious eKYC documents with accuracy, speed, and audit-ready documentation—while also building a human-in-the-loop model to enhance the platform’s AI learning lifecycle. Download Few details we would like to know ×

CASE STUDY Elevating Customer Experience for a Fast-Growing Beauty & Personal Care Brand INDUSTRY: Cosmetics & Personal Care BACKGROUND: WHY ANCILLARY SERVICES WERE BEING LEFT ON THE TABLE An ambitious and fast-scaling beauty and personal care company in India was disrupting the market with a wide range of skincare, haircare, and wellness products aimed at millennial and Gen-Z audiences. With aggressive product launches and influencer-driven campaigns, the brand was experiencing tremendous growth in visibility and site traffic.However, this rapid expansion exposed critical gaps in the customer experience infrastructure, putting both customer satisfaction and operational efficiency at risk. MAS CALLNET + CALLMASTER AI: A SMARTER CUSTOMER EXPERIENCE ENGINE Mas Callnet took a consultative and transformation-led approach to rebuilding the brand’s customer experience ecosystem from the ground up. Our solution went beyond staffing a contact center—it redefined how the brand engaged with customers across channels, powered by our proprietary CallMaster AI platform. Download Few details we would like to know ×

CASE STUDY Streamlining Admissions Support for a Leading Indian Technology University INDUSTRY: Education Process Type Inbound | Service Type: BPO BACKGROUND: ADMISSIONS EXPERIENCE AT A BREAKING POINT A fast-growing private university in India faceda sharp surge in inquiries during the annual admissions season, particularly between May and July. With over 35 academic programs, multiple campuses, scholarship options, and compliance-driven processes, the institution’s support systems became fragmented and overwhelmed. Prospective students and parents struggled with delayed responses, inconsistent information, missed email SLAs, and dropped calls. The university’s progressive reputation was at stake—not due to its academic quality, but because of fragmented, inconsistent admissions support. MAS CALLNET + CALLMASTER AI: REDEFINING ADMISSIONS EXPERIENCE Mas Callnet designed and deployed a flexible, AI-enabled inbound admissions support ecosystem, tailored to university unique seasonal needs and student-parent personas. Download Few details we would like to know ×

CASE STUDY Driving Prepaid-to-Postpaid Conversion at Scale for a Global Digital Advertising Leader Driving Prepaid-to-Postpaid Conversion at Scale for a Global Digital Advertising Leader INDUSTRY: Digital Marketing & AdTech Process Type Outbound | Service Type: BPO BACKGROUND: TAPPING INTO POSTPAID POTENTIAL A global digital advertising platform with a vast base of SMB and enterprise advertisers in India relied heavily on prepaid billing models to drive campaign activity. While simple to manage, prepaid accounts often introduced limitations—lower ad spend ceilings, frequent interruptions, and restricted billing flexibility. Postpaid accounts offered stronger benefits: higher limits, consolidated invoicing, and long-term retention. However, conversion rates from prepaid to postpaid remained low due to a lack of structured outreach, education, and follow-up. The platform needed a scalable, tele-driven sales model to convert high-potential prepaid advertisers into postpaid clients—without increasing internal bandwidth, capital expense, or compliance complexity MAS CALLNET + CALLMASTER AI: A SALES-FOCUSED BPO CONVERSION ENGINE Mas Callnet stepped in to deploy a high-touch, ROI-aligned outbound sales solution, combining trained telecalling agents with CRM discipline and real-time analytics powered by CallMaster AI. Download Few details we would like to know ×

CASE STUDY Enabling 10X Dealer Growth for a Fortune 500 Cement Brand INDUSTRY: Building Materials (B2B) CLIENT CONTEXT & CHALLENGES As one of India’s top cement manufacturers, this Fortune 500 brand commands a massive distribution footprint through a multi-tier network of dealers, sub-dealers, stockists, and construction partners across urban and rural geographies. Known for its volume leadership and premium product range, the brand’s go-to-market strategy heavily depends on the speed, consistency, and satisfaction of its dealer ecosystem. However, as the brand scaled operations across states and added new SKUs and trade schemes, its dealer servicing model began showing cracks. MAS CALLNET + CALLMASTER AI: REINVENTING THE DEALER RELATIONSHIP MODEL Mas Callnet stepped in to transform the cement brand’s dealer support function from a disjointed manual process into a multilingual, tech-augmented, insight-driven Dealer Relationship Management (DRM) operation.At the heart of this transformation was CallMaster AI, our proprietary intelligence engine that powered automation, behavior tracking, risk detection, and predictive analysis—ensuring real-time visibility and strategic decision-making at scale. Download Few details we would like to know ×

CASE STUDY Scaling Customer Experience with AI-Augmented Omnichannel Support INDUSTRY: FoodTech, Rewards, Hyperlocal Commerce Process Type Blended (Inbound + Outbound) | Service: BPO INDUSTRY CONTEXT: GROWTH OUTPACING SUPPORT INFRASTRUCTURE A fast-scaling hyperlocal commerce platform in India experienced explosive growth as it connected millions of users to local merchants, restaurants, pharmacies, and retail outlets – while offering rewards and cashback incentives. It quickly became a go-to app in urban markets. But with scale came challenges. As user traffic surged, redemption volumes increased, and partner networks grew, the internal support team found it increasingly difficult to manage the rising complexity and speed of customer interactions. What started as minor service delays began escalating into a strategic risk-leading to confusion, dissatisfaction, and potential damage to brand trust. MAS CALLNET + CALLMASTER AI: A 360° TRANSFORMATION Mas Callnet created a hybrid CX command center, blending 24/7 human support, automation, AI-based routing, and structured reporting—tailored to Magicpin’s hyperlocal commerce ecosystem. Download Few details we would like to know ×

CASE STUDY Unlocking Ancillary Revenue for India’s Leading Airline with CallMaster AI INDUSTRY: Aviation (Domestic Airlines) BACKGROUND: WHY ANCILLARY SERVICES WERE BEING LEFT ON THE TABLE For low-cost and hybrid airline models, ancillary services—like preferred seating, in-flight meals, insurance, and extra baggage—can contribute up to 25% of overall revenue. Yet for India’s second-largest domestic carrier, the numbers told a different story.Despite carrying over 20 million passengers annually, the airline was failing to monetize its post-booking window effectively. While ticket volumes were growing, per-passenger revenue (PPR) was stagnating, and average revenue per passenger (ARPP) from ancillaries was far below global benchmarks. MAS CALLNET + CALLMASTER AI: A REVENUE UPLIFT ENGINE IN THE SKY Mas Callnet built a fully managed Ancillary Services Sales Desk with a team of trained sales agents, integrated into the airline’s reservation ecosystem. Every interaction was orchestrated, tracked, and optimized using CallMaster AI—delivering not just calls, but conversions. Download Few details we would like to know ×

CASE STUDY Optimizing Complaint Management for a Leading Indian Real Estate Brand INDUSTRY: Real Estate (Residential & Commercial) INDUSTRY CONTEXT: WHERE CUSTOMER COMPLAINTS UNDERMINED A PREMIUM PROMISE A prominent Indian real estate brand—known for its luxury and mid-income housing developments across metros and tier-2 cities—faced a growing crisis of credibility. Despite award-winning designs and premium positioning, its post-handover customer experience was falling apart.With over 70 residential and commercial projects under management, the client had no centralized complaint tracking or escalation visibility. This led to delayed maintenance, inconsistent service delivery, and most damaging of all—eroding trust among residents. MAS CALLNET + CALLMASTER AI: BUILDING A CX BACKBONE FOR RESIDENT SERVICES Mas Callnet introduced a centralized complaint management system tailored for large-scale residential property management. The foundation was a 24/7 resident support desk, layered with CallMaster AI to provide structure, tracking, and insight. Download Few details we would like to know ×

CASE STUDY Reclaiming Lapsed Customers for a Premier Life Insurance Brand INDUSTRY: Insurance (Life) INDUSTRY CONTEXT: POLICY LAPSE IS A SLOW LEAK IN REVENUE In the life insurance sector, policyholder attrition through lapses poses a silent but significant threat to both revenue and long-term customer value. For most providers, retention of in-force policies—especially in the deep-lapse segment (3+ years overdue)—is a tough nut to crack. This case involves one of India’s top private life insurers, with over 8 million policyholders and a diverse portfolio of term, endowment, and ULIP products. Despite strong acquisition numbers, the brand faced mounting losses from inactive and unpaid policies—particularly from legacy customers who had lost touch with the brand. MAS CALLNET + CALLMASTER AI: ENGINEERING PERSISTENCY WITH PRECISION Mas Callnet collaborated with the insurer to implement a dedicated Policy Retention Desk, designed specifically for deep-lapse and high-risk customer recovery. With CallMaster AI at its core, the solution emphasized data-backed prioritization, compliance assurance, and humanized engagement. Download Few details we would like to know ×