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  • 500+

    users

  • 2

    Million Customers

  • 200+

    branches

  • 7

    systems De-commissioned

  • customer challenges

    • Customer Services agents had to hop between multiple systems to access customer information.

    • Standard Operating Procedure (SOP) was very complicated.

    • No integration between call management and backend systems.

    • Escalations would be noticed only at the last moment.

    • Customer engagement after resolutions was erratic with no uniform communication.

    • Highly demanding and sensitive managed customer segment.

  • solutions provided

    • Customer 360°

      • Intelligent and comprehensive customer profile on a single screen by fetching data from multiple systems
      • Seamless integration with disparate systems like Vision Plus (card management), Service First (transaction management), DMS (document management) etc. into a single powerful platform
      • Centralized platform for all information including product holdings, data from transaction systems, interactions, past cases, solutions etc. enabling resolutions rates on first contact (FTR)
    • Service 360°

      • Ability to cater 200+ categories and sub categories of service requests including queries, complaints and inquiries
      • Automated SLA matrix with internal and external SLAs based on multiple criteria to ensure 100% compliance
      • Automated status updates to customers on email and SMS with customized templates
      • Seamless CTI integration to eliminate hopping between multiple systems and close calls from a single platform
    • Dynamic verification system

      • Validate customer calls with custom parameters depending on request type using subjective DLP (Data leak protection) with custom questions and weight age, from multiple systems
      • Actively prevent fraud by referring invalidated calls to respective department
  • Benefits

    • Automated work allocation

      • The right work is assigned to the right executive resulting into faster process execution and issue resolution.
    • Standardized customer communication

      • Customers are engaged with standardized communication across touch points aided by customizable templates.
    • Automated escalation matrix

      • Executives do not need to remember escalation codes as the issues are automatically assigned priority based on predefined SLA matrix.
    • Minimal intervention in core system

      • There is minimum to zero touch on core system as all the relevant process can be executed on the front end.
    • High First Touch Resolution

      • Ensuring customer delight by addressing the customer's need accurately and quickly the first time they call, thereby eliminating the need for the customer to follow up.

customer success stories

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  • bajaj logo
  • axis logo
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