How HNB Is Using SimpleCRM For Delivering Superior Customer Service

Overview

HNB was seeking for a cost-effective solution to streamline customer support operations and provide a true omni-channel experience to their loyal customers. HNB partnered with SimpleCRM to implement a comprehensive contact centre automation solution across multiple channels.
 
Client:Hatton National Bank
Industry:Banking
 

Challenges

HNB aims at being at the top commercial banks in the market by enhancing service quality, reducing call abandonment rate, apart from fulfilling other objectives aligned with customer demands. As the Head of Customer Experience, Vindhya Wijegunawardane realized the need for adopting a better way of managing customer expectations while ensuring the use of existing resources and utilizing in the most optimum manner. Vindhya was also aware of certain important issues faced by Customer Service Agents and Relationship Managers due to inability to recall customer specific information on demand when interacting with them. In addition, it was clear that HNB required more meaningful information available at hand such as customer interests and demographics, customer background and important life events, and other customer information in order to build stronger and long term relationship with customers.
 

Solution

SimpleCRM’s Customer Support Automation software helped HNB in various ways:

• Managing and tracking customer Complaints, inquiries, Service Requests in a single view.
• Multi-channel complaint capturing via Calls, Walk-in, Facebook, website, and Chatbot.
• Configurable knowledgebase solution named HNB WIKI to host FAQ and FCR responses.
• A Comprehensive Customer-360 pop-up as part of the incoming calls to service agents.
• Automatic workflows and SLA triggers for multi-department engagement in real-time.
• Having an integrated call-center CRM with tight integrations with Avaya, ESB (WS02), Finacle, ATM switch, SMS, and other systems.
• Sophisticated reporting capabilities with real-time and scheduled reporting for different management hierarchy.

Results

SimpleCRM Multi-Channel Support Centre System as a part of contact centre solution enabled customer-facing team to have granular insight on customer demographics, interests, tickets, transactions, responses other related information, allowing to have a more sensible and effective conversation with the customer. This paved the way for reduction in average call times, response times and meeting Service Level Agreements resulting in excellent overall customer service.
 
Currently, HNB logs an average of 2000+ tickets per day under various dispositions and types which are managed and tracked seamlessly creating a clear layer of transparency and visibility. Recording usage of 80% concurrency at any given time the HNB contact Centre also known as Connect 24 is now known for its service excellence in the Banking Industry.
 
HNB also later adopted the campaign management feature of SimpleCRM, where the solution is utilized by the marketing department to send out E-flyers campaigns on the latest offers promotions to the customers. These campaigns resulted in a high view success rate of 23.9%, thereby causing a notable increase in the consumers’ spending on offers and promotions.