Fragmented customer information in multiple disparate systems.
Need of a comprehensive & actionable 360° customer view to boost cross selling and renewals.
Planning and execution of effective sales activities.
Manual assignment for premium collections over spreadsheets and emails across field executives, branches and outsourced vendors created delays and coordination issues.
Multiple systems for various channels like bancassurance, agents, branches etc. created multiple ownerships leading to issues with account ability and control over processes and stakeholders.
Due to different systems used by branch, call center and agents, every team had different version and status of customer requests.
Inaccurate and incomplete capturing of service requests due to lack of validations leading to increase in service turnaround times.
Integrated Customer Services
Collections Management System
Convenient New Business Process
250% Increase in first time resolution rates
80% Improvement in straight-through-processing
28% Reduction in operating expenses
30% Improvement in asset under management
70% Improvement in service TAT