Customer Self-Service Portal Boosts Satisfaction at Metro Milk

Metro Milk Services in Kolkata was overwhelmed with customer phone calls. With 1,350 customers, they received 200+ calls daily — most asking about their current balance, requesting delivery changes, or filing complaints. Two full-time employees did nothing but answer phones. After enabling Milkman.online's customer portal, customers can check their balance, view delivery history, request milk holidays, and submit feedback — all from their phones. Call volume dropped by 85%. The two phone operators now handle deliveries, increasing the dairy's capacity.