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  • 15 000+

    Users

  • 1

    Million+ Customers

  • 350+

    Branches

  • 18

    Applications Integration

  • 28

    Applications De-commissioned

  • customer challenges

    • 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.

  • solutions provided

    • Integrated Customer Services

      • Across Touch-points- Call center, Branch, Email, Web, Mail, Portal
      • Across Request Types- Enquiry, Complaints, Requests, Feedback
      • Across Departments - Customer service, Policy Servicing, Claims, Finance, Compliance, Legal, IT, Agents
    • Collections Management System

      • Single system across agencies
      • Models for predictive churn scoring.
      • Refined and automated allocation for collections
      • Reminder Calling- renewal, reinstatement, lapse
    • Convenient New Business Process

      • Single system for Branch, operations, agents, Banca
      • Improved departmental coordination
      • Pre-Submission Calling
      • Policy Dispatch Management
      • Welcome Calling
    • Marketing Management

      • Touch-point Unification- Call center, Branch, Email, Web, Mail, SMS, Portal
      • Models for Intelligent Cross-selling
      • Automated Self service buying process
  • The Results realized

    • 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

customer success stories

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  • bajaj logo
  • axis logo
  • icici logo
  • nbo logo
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