A digital first approach to enhance CX
The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cater to digital customer expectations by digitalizing customer facing processes in the shortest possible time.
Business challenges faced by the bank:
- Low e-mail penetration level as communication was predominantly print and static e-mail, hence increased operational overheads with multiple applications being used for multi-channel communications
- Low scope for personalization
- High operational costs for printing and distribution
- Unavailability of a single view of communications to internal stakeholders
- Unavailability of content approval workflow to check the compliance, marketing messages
- Delayed SLAs of sending communications and lost opportunity to improve revenue
Benefits of using the CCM Solution:
- Personalized marketing messages on statements improved revenues from up-sell and cross-sell
- Improved e-adoption rates and self-help strategy led to 20% reduction in call centre volumes
- Reports integrated with CRM for reduced call handling time
- Parameterized password - A secure statement has all the features of a web portal and is delivered through an
Email with password protection
- Enabling Digital Signatures for all communications
- Improved revenue through personalized marketing messages based on Data Analytics derived from demographics, transaction history and capturing customer feedback
- Differential experience based on customer segmentation
The value delivered:
- 100% email penetration saving costs of up to 90 crores per month
- Processes 26 million interactive communications sent per month
- Savings on Printing and Courier Costs of 28 Lacs/Annum
For more than a decade, our clients have used our digital business solution to create new and valuable customer experiences. The CCM solution built on UniServe™ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.
The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cater to digital customer expectations by digitalizing customer facing processes in the shortest possible time.
Business challenges faced by the bank:
- Low e-mail penetration level as communication was predominantly print and static e-mail, hence increased operational overheads with multiple applications being used for multi-channel communications
- Low scope for personalization
- High operational costs for printing and distribution
- Unavailability of a single view of communications to internal stakeholders
- Unavailability of content approval workflow to check the compliance, marketing messages
- Delayed SLAs of sending communications and lost opportunity to improve revenue
Benefits of using the CCM Solution:
- Personalized marketing messages on statements improved revenues from up-sell and cross-sell
- Improved e-adoption rates and self-help strategy led to 20% reduction in call centre volumes
- Reports integrated with CRM for reduced call handling time
- Parameterized password - A secure statement has all the features of a web portal and is delivered through an
Email with password protection
- Enabling Digital Signatures for all communications
- Improved revenue through personalized marketing messages based on Data Analytics derived from demographics, transaction history and capturing customer feedback
- Differential experience based on customer segmentation
The value delivered:
- 100% email penetration saving costs of up to 90 crores per month
- Processes 26 million interactive communications sent per month
- Savings on Printing and Courier Costs of 28 Lacs/Annum
For more than a decade, our clients have used our digital business solution to create new and valuable customer experiences. The CCM solution built on UniServe™ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.
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