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 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.