Challenges
- A solution that is flexible and customizable while being easy to support and maintain
- Ability to track and monitor interactions across silos in the organization
- Enable sales and service teams to be more consistent and productive
- Standardize processes for branch and back office operations
Solutions
- 360 degree customer view: Central system to manage customer queries, complaints and service requests
- Customer service process is agent-independent: Agent scan access the entire history of customer past interactions
- Bank process automation: Account Maintenance, Address Management, Account Opening, Deliverables Processing, etc.
- Right information for the desired target segment: Bank is able to send out timely information to the desired audience
Results
- Improved customer retention : 60% increase in CSAT survey, 70% increase in FTR
- Lead Inbound and Outbound Personal Banking : Increase Sales Revenue by 140 lakh per annum
- Decrease in TAT of overall deliverables by oneday
- Client Engagement Program : Provided an exceptional experience to newly on boarded customers