Omnichannel Support Transformation for a Multinational Bank
About the client
A leading multinational bank with a diverse range of financial services, operating in multiple countries.
Business Challenges
In the banking and financial sector, customer service is the main traction. Advertising aside, customer executives need to build on a good customer experience. As we move into a new decade, trends are that more millennials and gen-z will open a primary bank account.
The client sought an end-to-end partner to address critical challenges, primarily focused on automating and optimizing existing processes and achieving scalability in operations while enhancing the hiring process at scale.
- Fragmented Customer Support: The client faced challenges with a fragmented customer support system. Different channels operated independently, leading to inconsistent service experiences for customers.
- Inefficient Communication: Lack of integration between channels resulted in inefficiencies in communication. Customers often had to repeat information when switching from one channel to another, causing frustration.
- Emerging Customer Expectations: The bank struggled to meet the evolving expectations of customers who increasingly demanded seamless, personalized, and real-time interactions across various channels.
- Improving Outbound Sales: The client identified a critical challenge in its operations— the need to enhance sales activities to drive revenue growth and increase overall market share. This challenge stemmed from various factors, including market competition, changing customer preferences, and the necessity to adapt to a dynamic financial landscape.
- Technology Obsolescence: Outdated support technologies hindered the bank's ability to keep up with industry standards, impacting the overall customer experience.
Solution Delivered
The client partnered with JindalX in 2012 by leveraging an end-to-end business process management (BPM) solution that helps them identify anomalies, create an effective communication strategy to save sales, and improve returning customers. After a thorough discussion with their leaders and conducting real-time, end-to-end analysis of their business metrics and the industry they serve, we proposed a comprehensive solution that helps improve the numbers and customer satisfaction rate.
- Omnichannel Strategy Implementation: We devised a comprehensive omnichannel strategy to unify the bank's customer support channels. This involved integrating phone, email, chat, and in-person interactions into a seamless, cohesive system.
- Customer Data Integration: To address the challenge of repetitive information, we implemented a robust customer data integration system. This allowed customer information to be synchronized across all channels, ensuring a consistent and personalized experience.
- Outbound Sales Improvement: Recognizing the need for a strategic boost in outbound sales efforts, we implemented a comprehensive solution aimed at optimizing sales processes and enhancing conversion rates. The Outbound Sales Improvement initiative was designed to address specific challenges and capitalize on growth opportunities in core banking products, including DMAT accounts, CASA, and Credit Cards.
Outcomes
25%
Improved Average Handling Time (AHT)
36%
Increase in Outbound Sales Conversion Rates
15%
Decreased Attrition Rates
About JindalX
Founded in 1999, JindalX, part of the $30 billion OP Jindal Group, is a global outsourcing company delivering exceptional customer experience (CX) solutions for businesses worldwide. We embrace the power of automation, follow a data-driven approach and harness human potential to provide our partners with the best CX. JindalX has served over 100 clients, including fortune 500 companies across 8+ industries including Banking, Financial Services and Insurance (BFSI) in over 15 locations globally.
