How CPaaS Helped an Oil & Gas Leader Handle a 15X Call Volume Surge by Vi Business

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From Readiness to Resilience: Enabling Nationwide Communication Continuity During a Crisis

Business Challenge

• India's largest Oil & Gas company relies on Vi Business' CPaaS (CTS) platform to support its LPG booking and customer communication services, reaching millions of households across the country.
• Amid heightened geopolitical tensions and uncertainty, customer concerns led to a sudden surge in demand for information related to essential fuel availability. The existing infrastructure was designed to handle certain load and had not reached peak capacity in the previous four years. However, the situation demanded rapid scaling to ensure uninterrupted communication, maintain public confidence, and prevent panic.
• At the same time, customer call volumes increased by nearly 15X, placing significant pressure on the existing IVR and call-handling infrastructure.

Our Solution

Vi Business responded with speed, agility, and cross-functional collaboration to rapidly strengthen the communication ecosystem.

Key initiatives included:
• Scaling the existing CPaaS infrastructure to 10X capacity within a short turnaround time.
• Delivering more than 35 crore+ SMS messages within 48 hours, ensuring timely and reliable communication to citizens nationwide.
• Deploying a dedicated missed-call infrastructure to manage the 1.5 Cr+ daily miss call surge in customer outreach.
• Reconfiguring the existing infrastructure by segregating missed-call traffic, enabling IVR capacity Manage 3 Cr+ Daily calls.
• Optimizing IVR workflows to reduce Average Handle Time (AHT) by 22% per call, significantly improving operational efficiency.
• Orchestrating seamless coordination across technology, operations, service delivery, and commercial teams to execute under extreme time constraints.

Business Impact

• Enabled uninterrupted communication services for millions of households during a critical period.
• Successfully delivered 35+ crore SMS notifications within two days.
• Managed a 15X increase in customer call volumes without service disruption.
• Improved IVR efficiency through reduced call handling times and faster customer response.
• Helped maintain public confidence through timely communication on essential services.
• Demonstrated the power of resilient infrastructure, rapid execution, and cross-functional collaboration in responding to national-scale demand surges.
• This engagement stands as a strong example of how preparedness, agility, and teamwork can transform a potential crisis into a story of operational excellence and customer trust.

To know how Vi Business solutions can benefit your business, contact us .