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Case Study RBI

Highlights

5 K+
Users
50+
Integration Touchpoints

what was RBI looking for

Modern service platform to unifty ombudsman case workflows
Higher levels of operational efficiency
Ultra-scalable, capable of handling complex processes
Robust and agile automation platform
Seamless integrations

solutions delivered

Adaptive Customer Journeys

CRMNEXT delivered an end to end graphical visual designer for creating digital service journeys by weaving and linking screens, data and logic to progress from one screen to next. Equipped with an auto save feature, the platform also allowed for attaching documents through the self service portal. Customers are also able to search and view the history, details and current status of complaints raised.
Seamless Integrations

Integrated with multiple systems through integration touch points including SMS, Email, Authentication gateways etc. Ready adapters enabled quick integration and complex integrations could now be done with minimal coding.
Banking and NBFC Ombudsman Journey

Customers and users are able to log issues intuitively through any channel after validations. Banking/NBFC Ombudsman then gets unique workflow for handling complaints. The platforms equip them with flexible workflow rules, configurable forms, acknowledgement, letter templates and reporting. Customers and users are notified of status updates through real time alerts. The complaint owner can set reminders, assign tasks, generate automatic letters, attach documentation, maintain and access comprehensive records, improve collaboration and generate actionable reporting.
Appelate Authority Journey

If the customer issue is not satisfactorily resolved through the ombudsman, the plaform provides the appelate authority unique process flows to dismiss the appeal, direct the bank/NBFC, remand the ombudsman or modify the award. Customizable templates and reporting are provided to ensure smooth communication. The platform then sends real time SMS/email status notifications to the complainants.
CEPC/CEPD Journey

The central bank users within the CEPC/CEPD cell can log complaints after checking details and validations. A unique workflow is provided to route the complaints to the regulated entities’s nodal officers along with action updates on the complaint. Strict SLA adherance is ensured through escalation reminders. The complainant and the regulated entity is alerted through SMS/email of the final response after vetting.
Account Management

Enabled the central bank users with a complete 360-degree account view of regulated entities, divided into Banking and NBFCs. The layout gave a unified view of complaints raised against the entity and their statuses, up to date activities and account owners.
Service Request Management

Empowered users of the central bank and common citizens to log cases of deficiency in financial servicing through intuitive digital journeys created through visual designers like Autoflow Designe^TM, Screenflow Designer^TM and Vivid Authoring Studio^TM. Cases can be captured across email, website, self-service portal, phone and physical letters. Smart digital documentation capable of ICR/OCR captures pertinent information automatically with zero manual input. Cases captured were automatically allocated to the right department using smart allocation rules.
Intelligent Scoring Modelers

Equipped the bank with intelligent scoring modelers to compute scoring, awards and compensation settings for regulated entities and departments. The customizable models, built through configurable visual designers, are deployed to measure the complaint resolution efficiency of regulated entities and automatically compute awards and compensation amounts.