SBI Bank
Revolutionizing Customer Experience With Future ready Digital Solutions
Cementing banking dominance with an intelligent, unified platform across all lines of businesses
Results
Highlights
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3 L+
Users
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430 M+
customers
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23 K+
Branches
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2 L+
Active Users
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30 K+
Average Concurrent users
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39+
Integrated Systems
Business Operations In Focus
what was SBI looking for
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Powerful customer action centre, will real-time customer intelligence, to empower their bankers
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End-to-end customer lifecycle management solution
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Simplified integration to process huge data volumes
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Omni-channel sales automation platform for lead tracking, sales pipeline visibility and increase in customer acquisition
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Lower service turnaround time with less cost to serve
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Streamlined customer experience
solutions delivered
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Frictionless omnichannel customer acquisition
CRMNEXT empowered SBI to transform sales operations by capturing information from multiple channels including web, phone, branch, SMS, email, mobile and self-service portals on a unified CRM system. This involved meticulously integrating different systems such as CIBIL, eKYC, IGMS, UIDAI PAN etc. SBI sales teams were able to execute faster sales processes across product lines and channels. A holistic 360 view provided comprehensive intelligence with cross-sell offers delivered through Trinity Cross-Sell ModelerTM based on various triggers across all touch points with a fast-track closure process. Intelligent business rules automated lead assignment to various teams including call centre, direct sales and branches.
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Quick customer onboarding
SBI Bank now manages the end-to-end onboarding process on a single system by integration with the back office and line of business systems. This allows for an easy onboarding process for all products with guided call scripts for cross-selling and service activation like bill pay, internet banking, debit cards etc. Multiple alert facilities at each stage were designed to keep SBI customers informed of the onboarding process.
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Proactive performance management
CRMNEXT aided SBI bank in creating plans and setting targets based on multiple parameters like no. of accounts, customer mix, product mix, users, territories etc. Managers implemented a real-time tracking mechanism that displayed conversions at each stage on a single consolidated screen. This helped stakeholders to develop timely course correction strategies to ensure target achievement.
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Delightful service delivery
CRMNEXT equipped SBI with an integrated customer service solution across lines of businesses (LOBs). A holistic customer 360 view that included interactions, service requests, product holdings, relationship team hierarchy, etc., provided real-time updates, escalations and complete intelligence on a customer service request. Quick action links straight through processing instantly fulfilled service requests and reducing errors. Digital journeys have been deployed for all queries, requests and complaints across product lines and channels. SBI Bank, thus, got a powerful unified platform negating window hopping, paperwork and errors by deploying Straight Through Processes (STPs). Corporate memory also aids the bank to avoid effort duplication, thus increasing contact centre efficiency. Best practices including internal & external SLAs were configured to ensure 100% audit trail, regulatory compliance and a delightful customer experience.
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Accurate reports & dashboards
CRMNEXT generated reports with real-time and accurate data with a report designer having the capability to drill down and customize reports & dashboards with filters for deeper insights. SBI management was thus able to utilize actionable information for faster and more effective decision-making. The bank now also can guide users on strategies and action items for better organizational alignment.
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Seamless integration handling huge data volumes
CRMNEXT helped SBI Bank to analyse, segregate huge data volumes and create different workflows using the process breakdown approach, as it became incredibly challenging to track an enormous number of accounts. With seamless integration powered by the Autonoma IntegrationTM engine, the data was segregated based on sub-categories and simplified into different workflows, through drag and drop driven visual designers.