Canara Bank Scaling Service & Lead Management for Millions

• Client: Canara Bank
• Industry: Banking & Finance
• Solution: Lead Management System (LMS), Service Automation, C360

Executive Summary

Canara Bank partnered with SimpleWorks to overhaul its fragmented lead and service management operations. By implementing an Integrated CRM System featuring robust service automation and lead tracking modules, the bank successfully processed over 2 crore tickets in 3 years, streamlined complaint handling for 1,500+ users, and achieved a unified view of customer interactions.

The Challenge

The bank faced significant hurdles in managing the sheer volume of customer interactions and leads due to disconnected systems. The primary challenges included:

• Inefficient Management: Manual processes in lead and service management caused delays in issue resolution and lead conversion.
• Fragmented Operations: Disparate systems led to siloed operations, negatively impacting staff productivity and customer satisfaction.
• Lack of Insights: The absence of real-time data made it difficult to make strategic, data-driven decisions.

The SimpleWorks Solution

SimpleWorks deployed a powerful, integrated CRM ecosystem to unify the bank’s front-office operations:

• Lead Management System (LMS): A centralized module to automate lead capture from multiple channels, including WhatsApp, mobile apps, and the website.
• Service Automation System: A streamlined ticketing engine deeply integrated with the CPGRS (Centralized Public Grievance Redress and Monitoring System) portal for efficient complaint resolution.
• Customer 360 View: Developed real-time reporting and a comprehensive 360-degree view to ensure seamless, informed interactions.

Transformation Achieved

The implementation delivered massive scale and operational efficiency:

• Massive Productivity: Successfully processed over 2 crore (20 million) tickets in just 3 years with significantly faster resolution times.
• Streamlined Operations: Automated workflows drastically reduced manual effort and administrative overhead.
• Improved Lead Conversion: Centralized tracking ensured better follow-up efficiency and higher conversion rates.
• Strategic Scalability: The system proved capable of handling growing service and lead volumes without requiring additional manual resources.
• Data-Driven Decisions: Real-time analytics empowered leadership with the insights needed for strategic planning.
• Enhanced Experience: Proactive communication and timely resolutions directly led to improved customer satisfaction.
• Secure User Management: The Service Automation System successfully supports over 1,500 users, ensuring secure operations via AES encryption.

Project Highlight: Security & Scale

Secure High-Volume Processing: A noteworthy achievement of this project was the ability to handle massive volumes—over 1,500 users and 2 crore tickets—while maintaining strict security protocols, including AES encryption for sensitive data.

Technical Integrations

To ensure a compliant and connected infrastructure, SimpleWorks integrated with:

• CPGRS Portal (for government-standard complaint tracking)
• WhatsApp API, Website & Mobile App (for omnichannel lead capture)
• Customer 360 APIs (for unified data access)

Noteworthy

The Service Automation System successfully handled over 1500 users, ensuring real-time updates and secure operations via AES encryption.