Challenges

  • Citibank needed a CRM platform to streamline customer service processes
  • Desperate legacy systems where limiting banks vision to provide unified customer experience
  • Handling growing customer inquiry volumes across channels was challenging

Solutions

  • Unified multi-channel customer service experience integrating legacy systems
  • Applications can be accessed by service executives spread across 5 locations
  • Multiple workbench for individual channel based support like email, phone, chat, etc.
  • Rules and workflows to automate business processes

Results

  • Centre handles about 5000 – 6000 calls per day : Team expanded from 15 agents to about 85 agents
  • Provide consistent customer experience : Enquiries captured through various channels are tracked to resolution using single platform
  • Lead tracking and faster closure : Bank has control to define SLA’s and escalation matrix based on the nature of the leads
  • Increase in agent productivity : Agents can access information from CBS related to Balance inquiry, check book status, Standing instruction, Statement request, etc.