YES Bank: Focused information-based service delivery
29 Sep 2010
Creating a culture of dedication, passion and commitment to deliver consistently superior customer experience through precise, consistent, focused and action- oriented information led to YES Bank being nominated a winner in the services category at the 22nd Qimpro Convetion.
YES Bank, India's new age private sector bank has within a span of 6 years emerged as a significant player in the financial services industry and symbolises a high quality, customer centric, service oriented financial institution. YES Bank is a ''full service bank'' catering to the future businesses of India, through a wide and comprehensive array of products and services across the corporate, SME and retail.
Project Summary
YES Bank's Focused Information based Service Delivery Model involves understanding of customer needs and providing customised solutions.
The whole process chain from customer acquisition to customer service and customer retention is being effectively managed through three in-house conceptualised applications as below:
1 CRM system
- Automates entire sales and customer service process
- Records & tracks leads generated by sales person and details of customer interactions
- Encompasses customer queries, request and complaint management system
2. Oneview
- Provides integrated view of all the bank's relationship with a customer
- Ranges across various categories such as customer demographics, customer profile, channel usage and registration
3. Kaleidoscope
- In-house developed automated business intelligence solution
- Provides non-cluttered financial, operational , risk, regulatory and productivity related information and analysis
- Actionable information to stakeholders to take real-time, well-informed business critical decisions
Benefits
- Customer Service: Improved agility through availability of information and quick reports. Ensures actualization of customer delight and customer engagement
- Business Benefits: Productivity improvement in sales and service delivery
- Risk Management: Hierarchy level based access to secured information
- Minimal Cost: Applications built using existing infrastructure, resources and low maintenance cost
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