Overview
Banking, an important segment of the service sector, plays a very crucial role in the economic development of every country. In these days of intense competition, the banks are very particular in identifying the needs of their customer and how effectively that can be met. They continuously struggle and develop new strategies to differentiate themselves from their competitors by providing their
customers with high quality banking services and high technology innovative products. As the sector is growing fast, a number of new private banks have emerged. Therefore customers are getting many options for selecting their suitable financial service provider. Due to
increasing customer awareness, they would select those particular banks that can provide standard services and fulfill their expectation. In this scenario, where all banks offer almost similar products and
services, need based efficient customer service and the service quality can differentiate a bank.
Challenges
- Impersonal customer experiences
- Unresolved service issues
- Desire to differentiate from other banks
- Transition to fully integrated omnichannel experience
- Inefficient workforce planning processes
- Develop platform to accelerate digital banking strategy
- Decentralization of banking Operation
- Optimize results for loans and mortgages
- Dispersed Customer Data
Solutions
- Omnichannel Capability to handle multi-channel communication
- Unified Communication systems Integration with Core Banking Management System
- 360 view of customer journey
- Workforce Management
- Escalation & Helpdesk Management System
- Video Calling facilty for Consultations & Online KYC
- Chatbot and Voicebot
- Self Service and Automation
- Real-time Reporting and Analytics
- Report generation and Analytics
- Customer Service to be available 24*7
- Improving customer experience through Surveys and feedbacks
- Provide a secure Banking Experience
- Debt Collection
Results
- Instant customer support for card block, any fraudulent activity with bank accounts etc.
- Opened new accounts online through video KYC
- Instant confirmation for the requests and reminders through SMS or Email
- Unified view of the customer information such as account number, account transactions,
- account balance, card statements, loan related, etc.
- Raised requests for Documents collection at home
- Improvised Digital Banking like money transfers, bill payments etc.
- Resolved customer queries through Omni channel experience
- Flexibility to accommodate remote working options
- Provided a secure banking experience
