Back to Case studyAn Enterprising Private Bank from South India Redefines Customer Experience by Migrating its Contact Centre to TTBS Smartflo
ShareIntroduction
One of the oldest banks in south India, the organisation was formed in the pre-independence era during the Swadeshi movement. The aim was to offer an efficient repository to people for their monetary savings and to support the community of small businesses that needed finance at reasonable interest rates.
was the first bank in private sector to start a currency chest on behalf of RBI in 1992. It was also the first private sector bank to establish an Industrial Finance Branch in March 1993.
Riding the digital India wave now, the organisation continues to provide a secure and agile banking environment to its customers with leading-edge technology for online transactions. A variety of deposits, loans, insurance and other investments schemes are also available to NRIs.
Business Challenge
- Complicated hardware-software integration – When customer relationship managers (RMs) received inbound calls for account related queries, the disparate applications and phone sets made it difficult to them to access the details required for quick resolutions.
- Costs of maintenance – With ageing cables, phone sets and disintegrated software systems, the maintenance of on-premise contact centre was also taking a significant chunk of operating expenses (OpEx).
- Time-consuming upgrades – Replacing defective phone sets, wires, other hardware and upgrading additional software such as anti-virus apps took time and affected business continuity.
- Mobility and scalability issues – With an on-premise contact centre, call could not be managed from out-of-office locations, and scaling voice support for customer service became a resourceconsuming task.
TTBS Solution
Tata Tele Business Services (TTBS) provided its cloud telephony platform Smartflo to the bank to set up a datadriven inbound and outbound contact centre for its customer service team. Our solution architect deployed the redundant, active-active web application from Bangalore and Ahmedabad – this configuration was designed to ensure maximum uptime for continuous operations and it came with a documented service level agreement (SLA).
Employees could login to Smartflo from any desktop, laptop, or smartphone because all the call management features were available on the portal and they just had to plug in a headset used for VoIP telephony.
Smartflo enabled agents handling inbound calls to provide personalised experiences to callers as the application was securely integrated with bank’s CRM software. The built-in IVR routed incoming calls to concerned departments and gave self-service option for answers to objective questions such as balance check and mini statements.
- As the applications containing customer information and the call handling infrastructure were now seamlessly unified, agents could answer diverse queries in lesser time.
- The dependency on physical equipment got reduced because receiving and making calls did not involve bulky phone sets anymore – this helped to cut down on OpEx.
- Being a cloud-based application, Smartflo could be instantly updated to new versions without causing any interruption in ongoing voice operations.
- With ability to use a web app from any device, agents were not tied to their office desks and scaling this cloud infrastructure was easier than modifying an on-prem contact centre.
Benefits
- Faster query resolutions with IVRrouted calls to the right resources
- Business insights on productivity with a dashboard keeping realtime record of calls received, made, and missed
- Improved customer experience with up-todate information available for all authorised agents from a single portal for call handling and CRM
- Robust security with MFA-based logins and encrypted communications
- Effortless software upgrades and automated adding of new features under managed service system
- Resilient business continuity with 99.5% uptime and on-demand scalability to match changing requirements
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