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