SaffronStays maintains a first call resolution (FCR) team to handle incoming calls and follow up with leads interested in booking villas or partnering to list their properties on their platform. Despite having a dedicated team for call management, they faced key operational challenges:

• High missed call rates: Nearly 50% of inbound calls from customers and villa owners went unanswered, resulting in lost bookings and delayed responses.
• Limited end-to-end booking coverage: Only 25% of inbound queries were fully resolved through chat, creating gaps in customer experience.
• High cost of calling operations: Maintaining a large calling team was expensive and operationally complex, involving hiring, training, and quality assurance overhead.
• Inevitable need to scale team size: As a tech-first hospitality company, SaffronStays wanted to keep teams lean, but increasing call volumes pressured them to expand their workforce.

SaffronStays partnered with HoomanLabs to automate and streamline their call management. They deployed outbound and inbound calling agents that could:

• Speak in Hindi or English to collect all necessary information from guests and villa owners consistently across every call.
• Integrate with the CRM to pull and push guest details, ensuring all data was meticulously logged.
• Continue the conversation on WhatsApp such that the conversation does not drop once the call has ended.

These feature-rich voice agents were deployed across two use cases:

• Lead Qualification & Follow-Ups: Voice agents handled the repetitive task of calling and qualifying leads, reducing costs and freeing the sales team to focus on high-value conversions and new lead channels.
• Inbound Queries: Voice agents managed inbound calls from both potential guests and villa owners, ensuring queries were captured, routed, and resolved quickly—whether through automated handling or by transferring to human agents when needed.

The results were transformative:

• Operating leverage in sales: Automating callbacks led to a 65% reduction in calling costs, while the sales team shifted focus to higher-value activities that drive revenue. The agents handle 700+ calls a day, a job that would have otherwise been handled by a team of human agents that are not focusing on higher value tasks.
• Drastic drop in missed calls: Missed call rates reduced from 50% to just 2%, ensuring almost every inquiry is now captured. This increased coverage of inbound queries has directly resulted in an ~10% increase in topline for the company.
• Improved villa owner confidence: Villa owners interacting with the AI-powered lines expressed strong appreciation for the technology. This enhanced SaffronStays’ image as an innovative brand and strengthened its ability to attract new villa partners.