A little bit of history

Founded in 2015, NestAway Technologies Pvt. Ltd., headquartered in Karnataka, is an online platform offering fully furnished and well-maintained rental rooms and flats. Operating in 16 cities across India, including Bangalore, Delhi, and Mumbai, NestAway initially catered to bachelors with shared and furnished apartments before expanding to include full homes for families.

Co-founded by Amarendra Sahu, Smruti Parida, Deepak Dhar, and Jitendra Jagadev, NestAway’s core vision is to provide young people with value-for-money living spaces and convenient amenities, making urban living easy and hassle-free. The company is driven by a mission to offer homes for everyone without discrimination, assisting the youth in effortlessly settling into new cities.

The Nestaway business model.

NestAway is India's fastest-growing "Home Rental Network," offering innovative rental solutions through design and technology. They provide ready-to-move-in homes tailored to tenant needs, whether it's a bed, a room, or a complete house. Their portfolio ranges from 1 BHK flats to 8 BHK luxury villas equipped with state-of-the-art facilities. Homes come fully furnished with essentials like cots, mattresses, sofas, TVs, fridges, washing machines, and furnished kitchens. Additionally, NestAway lists semi-furnished and unfurnished apartments to cater to diverse customer preferences.

Online aggregation of rental properties

Online platform aggregating fully furnished and well-maintained rental rooms and flats. They focus on providing various housing options across multiple cities, catering to both bachelors and families.

Inclusive and hassle-free living

NestAway's mission is to offer homes to everyone without discrimination. By offering value-for-money living spaces with convenient amenities, they aim to make the transition to a new city smooth and hassle-free for young people.

Expansion and diversification

Initially targeting bachelors with shared and furnished apartments, NestAway expanded its catalog to include full homes for families. This diversification helps them meet a broader range of housing needs and preferences, ensuring a wider market reach.

But what was hampering Nestaway’s customer engagement?

Maintaining robust customer engagement in the home rental business segment is particularly challenging due to fragmented communication channels and varying levels of trust. Establishing a strong and recognizable business identity is essential for building trust and ensuring seamless, timely support. 

While much of NestAway's customer engagement was effectively managed via calls, offering a higher level of interaction and quicker resolution, the team encountered significant challenges.

Lack of trust and recognition

The absence of verification badges and brand elements made it difficult for customers to trust the authenticity of the calls. This affected homeowners and renters, leading to hesitation in answering calls from unknown numbers.

High rate of calls being misinterpreted

The absence of verification badges and brand elements made it difficult for customers to trust the authenticity of the calls. This affected homeowners and renters, leading to hesitation in answering calls from unknown numbers.  They were even marking the calls as spam, creating a domino effect and forcing others to do the same. 

Delayed resolution of support tickets

Due to low response rates caused by distrust and spam marking, support tickets from homeowners and renters were not resolved promptly. This led to customer dissatisfaction and frustration, negatively impacting overall service quality.

How does Truecaller Verified Business Caller ID make Nestaway’s customer engagement stand out?

The NestAway team approached us for a solution to enhance their customer engagement. In collaboration with NestAway's CX team, our customer success team identified the problems and effective means to address this by implementing the Verified Business Caller ID and its various capabilities.

After implementing the Verified Business Caller ID, the tenants and owners can now easily identify calls from NestAway’s support team, thanks to the clear visibility of the brand name and logo. Verification badges and business category tags have added an extra layer of trust and safety to the overall calling experience.

By displaying the Call Reason, NestAway sets the right customer expectations even before the call is answered. The support and service teams now customize the Call Reason for different customer segments and campaigns based on detailed performance reports available on our dashboard.

NestAway has also strengthened its brand trust and identity with our Video Caller ID feature. This feature enhances their Verified Business caller ID with business use case videos, delivering a more engaging and lively customer-calling experience.

The Result

Within the first three months of listing their business numbers on our platform, their calling efficiency increased from 50% to 85% [35%+]. 

This significant improvement in call efficiency was accompanied by a notable reduction in spam reports, which dropped to just 2%. This transformation helped NestAway enhance customer engagement, ensuring more calls were answered and customer concerns were addressed promptly. This had ripple effects on better agent productivity, improved CSAT, and increased turnover times for query handling. 

Here’s what Praveen Joseph, Senior Programme Manager, Nestaway, had to say: