Welcome to NeoQuant Solution Pvt. Ltd.
Customer 360 Support and CX Portal
All customer interactions in a single place of reference.
Reduction in customer tickets
Backend ticket requests by support executives were brought down to 0 and led to ~69% reduction in customer tickets.
Reduction in Account Application Status tickets
The data was easily accessible to the support team in a single click, leading to ~39% reduction in Tickets for Account Application Status.
Improved complaint resolution
The consolidation of all channels in one place including the integration of SMS Source portal significantly improved complaint resolution.
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.
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.
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.
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.
How the portal brings every channel together for support teams.
Consolidated Platform
- A single platform to assist the support executive in analysing and providing information about customer's various queries without connecting with different touchpoint sources.
Filtered Data
- The user can see the different stages of the customer's application right from "Application Received" till "Application Approved/Rejected" using simple filters.
User Journey Linking
- The different user journeys can be linked together such as Account activated/Credit Card Approved or Welcome kit delivered/Credit Card delivered for easy tracking.
Backend ticket requests by support executives were brought down to 0 and led to ~69% reduction in customer tickets.
Reduction in Account Application Status tickets
The data was easily accessible to the support team in a single click, leading to ~39% reduction in Tickets for Account Application Status.
Improved complaint resolution
The consolidation of all channels in one place including the integration of SMS Source portal significantly improved complaint resolution.
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