Opportunity

A new setup had its opportunities for us w.r.t. setting up the customer management process for a leading NBFC in the country. The existing setup had a landline dial-in number. Customer searches took place across multiple Excel spreadsheets. The resolution was tracked using emails, diaries, and Excel; managing emails was a manual process. MIS w.r.t. customer queries and responses was missing. Escalations were always waiting to be addressed by senior management.

Solution

We mined approximately 50 lakh records to confirm their accuracy. Records from multiple Excel sheets were updated into a database platform. The UI allowed a customer interaction interface for the servicing personnel. Records could be pulled out with a single click through multiple search options. The platform integrated the customer query with the service request through a ticketing system. Remote processing teams could view service requests in real-time. They could not only manage the resolution within TAT but also bring in the much-needed transparency, velocity, and effectiveness in service. Performance indicators started getting tracked. The workflow supported automated utilities, including but not limited to an NOC generator that reduced the TAT from 7 days to 1 day. After creating, designing, and implementing complaint resolution processes, the process is now fully effective, efficient, and auditable. We have grown from a team of 3 people to 40, turning a cost centre into a profit centre.