CLIENT OVERVIEW
The client is an Indian multinational banking and financial services company. It is one of India’s largest private sector bank by assets and market capitalization.
THE OPPORTUNITY
This bank has the largest customer-base across India, with multiple different customer touchpoints. Organizing the customer queries and interactions through these different channels for support executives was a challenge, which ultimately sometimes also affected the customer service experience. There was a need to streamline data across touchpoints in a single place of reference.
OUR APPROACH
We approached this opportunity with an aim to improve the experience for customers and support executives. We realized that it was important to ensure that a standard practice was followed in terms of the support being provided, which could be achieved if the data from different channels was collated in one single place of reference for the support team, relationship managers, and the management.
WHAT WE BUILT TOGETHER
We implemented in-house application developed by NeoQuant to capture all the crucial customer interactions through Phone Banking, Branch Banking, Emails, Chatbots, Escalation Desk, etc. with all the different touchpoints of the bank such as Account Opening Status, Delivery Tracking, etc.
TECHNOLOGY USED
Architecture: Cloud-based microservices | Frontend: Angular | Database: Oracle RDS, DynamoDB
THE BUSINESS IMPACT
The data was easily accessible to the support team in a single click, leading to ~ 39 % reduction in Tickets for Account Application Status.
The consolidation of all channels in one place including the integration of SMS Source portal significantly improved complaint resolution. Backend ticket requests by support executives were brought down to 0 and led to ~69% reduction in customer tickets.