Erikli Su

AloTech built a blended call center that goes far beyond voice; order taking, courier communication and consent checks were digitalized in a single integrated architecture.

Erikli Su Automates Its Water Order Line End to End Across a 100+ Dealer Distribution Network.

Erikli Su, one of Türkiye’s largest packaged water operations, delivers water to homes and workplaces through a wide distribution network of more than 100 dealers.

Working with seasonal demand fluctuations and a large field courier team, this highly interactive model requires an uninterrupted, scalable customer communication infrastructure. Erikli Su chooses AloTech technology to deliver a next-generation customer experience.

Why AloTech?

For Erikli Su, customer communication means keeping order taking fast and accurate during seasonal demand peaks, protecting customer data across a network of more than 100 dealers, and lightening the load on the order line without adding staff. AloTech’s cloud-based infrastructure meets this need.

Together with AloTech, Erikli Su built a blended call center that goes far beyond voice: order taking, courier communication and consent checks were digitalized within a single integrated architecture. The fast integration and easy adoption process made AloTech not just a technology supplier but a strategic business partner.

Challenges Facing the Order Line

• High inbound call volume: Home orders for large water bottles and PET bottles created heavy call traffic that had to be eased without adding staff.

• Courier–customer privacy risk: Couriers called customers from their own personal numbers, creating a privacy risk and an inconsistent brand experience.

• Fragmented data and CRM workflow: Customer lookups and price checks were done manually, and agents were split between the CRM screen and the phone system.

• Consent and compliance checks: Communication consents and KVKK (Türkiye’s personal data protection law) approvals had to be verified systematically and in real time on every call.

Faster, More Convenient Ordering with Self-Service IVR

The self-service IVR designed by AloTech communicates with the CRM in real time. Customers can place water orders directly through the IVR and get current price information using the keypad. This setup works not just as a calling method but as an ecosystem that digitalizes order taking end to end.

Calls Completed Without Reaching an Agent

Because customers complete simple orders and information requests themselves using the keypad, a significant share of calls is now resolved end to end without reaching any agent. Operator cost per interaction is minimized and a substantial amount of agent capacity is freed up.

Instant Customer Information with a Softphone Embedded in Microsoft Dynamics

The AloTech call center infrastructure was placed inside Microsoft Dynamics CRM as a softphone. As soon as a customer calls, their record opens on the agent’s screen within seconds, completely eliminating the need to switch screens. Having customer information on screen the moment the call starts optimizes agent effort and call durations.

Protected Communication Across a 100+ Dealer Distribution Network

AloTech’s Click-to-Connect module was integrated into “Ironman”, the field app used by Erikli Su couriers. Couriers now reach customers through a corporate number instead of their own. Thanks to number masking, both courier and customer numbers are protected in every field call, and field communication complies with KVKK requirements. This was the brand’s first Click-to-Connect implementation.

Automatic KVKK and Consent Checks Within the Call Flow

KVKK and communication consent checks were automated directly within the call flow. Because the checks run systematically, compliance does not depend on a manual process, and the operation follows the same standard on every call.

Flexibility for the Operation During Peak Periods

The packaged water business sees predictable seasonal fluctuations. During peak periods, the self-service IVR reduces pressure on the voice channel and lets the operations team act quickly. This way, the customer experience stays consistent even as demand rises.

Measurable Operational Gains

• Lower operator cost per interaction

• A substantial amount of agent capacity freed up

• Routine order and price inquiries resolved without reaching an agent

• KVKK-compliant, secure field communication

• Higher operational efficiency with no more screen switching

The AloTech Experience: Multi-System Integration, One Architecture

Bringing the project to life required close technical coordination between AloTech, the Erikli Su CRM team and the field operation. Real-time data exchange between the self-service IVR and Microsoft Dynamics CRM, embedding the Click-to-Connect module in the couriers’ Ironman field app, and automating KVKK and communication consent verification within the call flows were all brought together under a single integrated architecture.

Erikli Su Grows Stronger with AloTech’s Omnichannel Communication Solutions

Erikli Su has also added the WhatsApp channel to the project alongside its 444 voice lines, and the rollout is ongoing. With a flexible PBX structure and a smart IVR integrated with Microsoft Dynamics, Erikli Su automated the workload in its courier and call operations, reducing operator costs while maximizing operational efficiency. As the WhatsApp channel goes fully live and the dealer network grows, the same infrastructure continues to scale with the operation.

• Routine order and price inquiries resolved without an agent

• Minimized operator cost across a distribution network of more than 100 dealers

• Courier and customer numbers protected in every field call

• A blended operation ready to scale with WhatsApp