Challenges
- Needed Multi-channel interaction management application for managing customer interactions
- Lack of well defined workflows and process to monitor SLA and TAT across Customer Service
- Ability to manage variety of communications media, including E-mail, Web, SMS and Voice
- Difficult to maintain and manage a reliable and scalable system with disaster recovery
Solutions
- Single platform for customer service: Single platform to manage service requests from customers and financial advisors
- Policy Resolution: Auto tagging of customer request with the policy data by reading email for policy id
- CTI Integration: Talisma will resolve the contact based on the Policy Number or FA Code punched at the IVR
- DR and HA Implementation: As per IRDA Regulations, PNB MetLife
best online pharmacy with fast delivery buy antabuse no prescription with the lowest prices today in the USA
needs to conduct regular audits on the DR
Results
- Centre handles daily volume of around 3000 emails and 2000 phone calls : Customer base of around 90000 policy holders worth 450 crore
- Tracking and monitoring of SMS Requests : SMS requests tracked and serviced from Talisma CRM system.
- Efficient grievance redressal system : Helped PNB MetLife to save IRDA penalties costing Lakhs of rupees.
- Greater than 99% uptime : Talisma provided a highly reliable and scalable platform with high availability and disaster recovery.