Products
Case Study
Railways are the lifeline of India and connect all its states from Kashmir to Kanyakumari
Products
Case Study
Railways are the lifeline of India and connect all its states from Kashmir to Kanyakumari
Railways are the lifeline of India and connect all its states from Kashmir to Kanyakumari
How India's largest bus operator automated customer support across 1,400+ branches with WhatsApp, SMS, voice, and CRM integration.
VRL (Vijayanand Roadlines Limited) is one of India’s largest and most recognised bus operators, offering intercity travel services across the country. With a reputation for reliability and efficiency, VRL serves millions of customers annually, both in passenger travel and freight logistics.
As the company expanded to 23 states and 4 union territories, its legacy call-centre model and manual query systems struggled to keep pace. VRL partnered with OneXtel to implement a cutting-edge, multi-channel communication system.
VRL Group, established in 1976 by Vijay Sankeshwar in Gadag, Karnataka, has grown into one of India’s premier logistics and transportation companies. Headquartered in Hubballi, VRL operates across 23 states and 4 union territories.
Beyond passenger transport, VRL operates a vast logistics network of over 1,400 branches — one of India’s most trusted cargo transport brands.
Despite decades of operational excellence, VRL's legacy communication infrastructure couldn't scale with its expanding customer base — creating friction at every touchpoint.
VRL received thousands of daily inquiries about ticket bookings, cancellations, refunds, and journey tracking. Manual handling led to long response times.
Reliance on traditional PSN numbers meant no real-time call tracking, no dashboard visibility, and no ability to monitor agent performance.
Customers had no automated options via WhatsApp, chatbots, or SMS. No self-service alternative made quick issue resolution impossible.
With 1,400+ branches, no centralised system existed to manage logistics inquiries and shipment tracking. Each branch operated independently.
OneXtel deployed an integrated platform combining call forwarding intelligence, AI-powered WhatsApp automation, SMS notifications, and logistics-wide CRM sync — all within a 15-day go-live window.
OneXtel replaced VRL’s legacy PSN number system with an intelligent call forwarding solution providing real-time visibility into call volumes, agent performance, and resolution speed.
Launched February 2025, VRL’s WhatsApp chatbot offers round-the-clock self-service for bookings, PNR tracking, cancellations, and refunds.
OneXtel integrated SMS across VRL’s entire logistics division — sending automated booking confirmations, dispatch alerts, and shipment tracking updates to customers across 1,400+ branches.
OneXtel's team mapped call volumes, peak hours, query types, and logistics communication gaps across all 1,400+ branches.
Call forwarding infrastructure and real-time dashboard set up. WhatsApp Business API chatbot built with full booking, PNR, and cancellation flows.
Solution stress-tested across peak travel periods and logistics surge scenarios to ensure zero downtime.
Deployed across all customer service agents. Chatbot launched publicly, handling thousands of daily queries autonomously.
Since implementing OneXtel's CPaaS platform, VRL has witnessed significant improvements in customer service quality, operational efficiency, and logistics coordination.
Round-the-clock access via WhatsApp, SMS, and phone — eliminating service blackouts outside business hours.
Routine queries handled automatically by the chatbot, freeing agents for complex escalations only.
Measurable increase in positive customer feedback from faster response times and consistent service.
OneXtel's platform unified VRL's entire logistics network on a single centrally managed system.
"OneXtel has fundamentally changed how we engage with our customers. What used to require dozens of agents is now automated, instant, and available round the clock. The WhatsApp chatbot went live without a single disruption, and the dashboard visibility has genuinely transformed how we manage our customer service teams."
Routing thousands of daily queries through WhatsApp automation eliminated wait times, improved consistency, and freed human agents to focus on what truly needed attention.
Moving from blind PSN numbers to a live dashboard with call volume metrics and agent performance data allowed VRL management to make decisions in minutes, not days.
VRL's customers still receive warm, on-brand responses via chatbot. The key was investing in scripting and conversation design alongside the technology.
THE BOTTOM LINE
For decades, VRL relied on traditional methods for customer engagement. Changing customer expectations made it essential to transition to a digital-first approach.
With OneXtel’s CPaaS expertise, VRL achieved in 15 days what would have taken months of internal development — and the results speak for themselves.
Join hundreds of brands using OneXtel's CPaaS platform to automate, personalise, and grow customer relationships at scale.