VRL (Vijayanand Roadlines Limited) is one of the India’s largest and well-recognised bus operator, 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.
To enhance customer satisfaction and operational efficiency, VRL collaborated with OneXtel, a leading CPaaS solutions provider, to implement a cutting-edge communication system that streamlined customer interactions and automated key processes.
They empowered their digital evolution by taking help of OneXtel. VRL integrated WhatsApp chatbot for implementation for booking journeys, tracking, and customer service . For logistics driven challenges they implemented voice for various multiple use cases.
About VRL
VRL (Vijayanand Roadlines Limited) Group, established in 1976 by Vijay Sankeshwar in Gadag, Karnataka, has grown into one of India’s prominent logistics and transportation companies. Headquartered in Hubballi, Karnataka, VRL operates across 23 states and four union territories, offering a diverse range of services.. Established with a vision to provide safe, reliable, and comfortable transportation, VRL has grown to become a household name in India’s transportation industry. With a fleet of thousands of buses, the company operates across multiple states, connecting urban centers and rural areas alike.
Beyond passenger transport, VRL has a strong presence in logistics, handling freight movement across a vast network of over 1,400 branches. VRL’s logistics division serves both businesses and individuals, making it one of India’s most trusted names in cargo transport. However, as the company expanded, challenges in customer service, operational efficiency, and digital engagement became apparent.
Challenges faced by VRL
- High Volume of Customer Queries: VRL receives thousands of inquiries daily related to ticket bookings, cancellations, refunds, and journey tracking. Managing these inquiries manually led to long response times, resulting in customer dissatisfaction.
- Inefficient Customer Support System: The company relied on traditional PSN numbers, which lacked real-time call tracking and dashboard visibility. This resulted in inefficient complaint resolution, increased agent workload, and operational bottlenecks
- Lack of Automation & Multichannel Support: Customers had limited options to contact VRL, as there was no automated support available via WhatsApp, chatbots, or SMS services. This lack of multichannel engagement made it difficult for customers to receive quick resolutions
- Operational Challenges in Logistics Division: With over 1,400 branches, integrating a seamless communication system across VRL’s logistics network was a major challenge. A centralized system was needed to manage the flow of inquiries and logistics tracking.
Why Existing Solutions Were Not Sufficient?
VRL has always been committed to adopting the latest technologies to improve its services. Along the way, the company realized that better communication is just as important as operational efficiency. While they had existing systems in place, they soon discovered these solutions weren’t fully meeting their needs.
Here’s why
Manual Call Handling
Traditional call center methods resulted in longer
wait times and inefficiencies.
Limited Multichannel Communication
The absence of digital engagement through WhatsApp and SMS restricted customer accessibility.
No Real-Time Tracking
VRL lacked a dashboard to monitor customer interactions and service performance.
Fragmented Service Operations
The logistics division required a centralized
system to improve communication and tracking
across multiple branches.
The OneXtel Solution: Revolutionizing Customer Engagement
Recognizing these challenges, VRL partnered with OneXtel, a leading CPaaS solutions provider, to develop an integrated communication platform. The solution included:
Call Forwarding with Dashboard Tracking
OneXtel implemented a call forwarding system with real-time dashboard tracking, allowing VRL to monitor customer interactions efficiently. This feature provided greater visibility into call volumes, resolutions, and agent performance,
improving overall service reliability.This improved system will not only enhance customer satisfaction by reducing wait
times but also offer better resource management and decision-making capabilities.
WhatsApp and AI-Powered Chatbot Integration
To modernize customer engagement, VRL launched a WhatsApp chatbot on February 10, 2025, powered by OneXtel. The chatbot offered:
Ticket Bookings
Customers could book tickets directly via WhatsApp.
PNR Tracking
Real-time updates on journey status and ticket details.
Cancellations & Refunds
Automated self-service for managing cancellations and refund tracking.
24/7 Customer Support
AI-driven instant responses to common inquiries
SMS Integration for Real-Time Notifications
VRL, with OneXtel’s expertise, began integrating SMS services to send timely updates about ticket bookings, cancellations, journey alerts, and payment confirmations.
Logistics Division Automation
OneXtel provided a structured approach to
streamline VRL’s logistics division operations, enabling better communication and service tracking across 1,400+ branches.
Implementation & Testing
The solution underwent a rigorous 15-day testing phase, where VRL’s management and C-level executives evaluated its performance. After successful testing, the solution was deployed across all customer service agents and operational teams, ensuring a smooth transition
The Outcome of VRL & OneXtel’s Collaboration
Since implementing OneXtel’s CPaaS-driven solution, VRL has witnessed substantial improvements in customer service and operational efficiency:
- Faster Response Times: WhatsApp chatbot and call tracking reduced query resolution time by X%
- Higher Customer Satisfaction: VRL experienced a Y% increase in positive feedback due to enhanced service efficiency.
- Efficient Call Handling: Call forwarding and dashboard tracking improved complaint resolution speed by Z%.
- Seamless Multichannel Support: Customers now enjoy 24/7 accessibility via phone, WhatsApp, and SMS.
- Scalable Logistics Operations: OneXtel’s communication platform allowed VRL to optimize services across its 1,400+ branches.
For decades, VRL relied on traditional methods for customer engagement. However, changing customer expectations and technological advancements made it essential to transition to a digital-first approach. With OneXtel’s expertise in CPaaS-powered solutions, VRL has successfully enhanced its operations, improving both customer satisfaction and service efficiency