Challenges

  • Streamline lead management to improve the conversion ratio while boosting customer retention
  • Lack of a unified view of customer across transactions, grievances and products
  • Lack of a tool to analyse customer data
  • Lack of automation in key customer facing processes
  • Dependency of local offices for grievance resolution

 

Solutions

  • Single platform to give holistic view of customer: Deployed in Corporate Office, 7 Regional Offices, 16 Back Offices and 209 Marketing Units
  • Improved service assurance: Configured service assurance workflows and processes with defined SLA’s and multi-level escalation matrix
  • Centralised Grievance Management
  • Lead Management
  • Seamless integration with Core system and Talisma system.

Results

  • Improved Customer Retention
  • Centralised and Faster Grievance resolution : Implementation of Standard processes and SLA
  • More Cross sell and Upsell : Based on holistic understanding of Customer
  • Better Lead Management
  • Improved Customer Insight
  • Better Operational Transparency