Shivalik Small Finance Bank — Revolutionizing Ticket Management & Lead Management

Executive Summary

Shivalik Small Finance Bank (SSFB) — India's first Urban Cooperative Bank to transition into a Small Finance Bank — successfully automated its entire ticket management and lead management lifecycle with SimpleCRM. The platform enabled centralized ticket capture, a unified 360-degree customer view, and automated workflow-driven ticket assignment, delivering faster response times and a higher-quality customer experience.

The Challenge

• Inefficient Ticket Management: The bank faced challenges managing tickets effectively, leading to delays in issue resolution and reduced customer satisfaction.
• Lack of Centralized System: Absence of a unified platform made it difficult to capture, track, and manage customer complaints and queries efficiently.
• Poor Complaint Tracking: Complaints were not properly monitored, resulting in unresolved issues and increased customer dissatisfaction.
• Delayed Response Time: Disconnected processes and manual handling caused significant delays in responding to customer requests.
• Limited Visibility & Control: The team lacked real-time visibility into ticket status and performance, making it difficult to ensure accountability.

The SimpleWorks Solution

• End-to-End Ticket Lifecycle Automation: Complete ticket management system covering creation to resolution, ensuring a structured, trackable process across all customer touchpoints.
• Phased CRM Implementation (Phase 1 & Phase 2): Tailored CRM solution delivered in multiple phases, enabling smooth adoption and scalability with minimal disruption.
• Multi-Module CRM Deployment: Key modules including Tickets, Leads, Reports, and Branch Management, improving cross-functional coordination.
• 360-Degree Customer View: Unified customer dashboard providing real-time view of customer data, interactions, and history.
• Advanced Configuration: Configured 250+ custom fields using Field Configurator and BPM validations; microsite webform integration for seamless ticket creation.

Transformation Achieved

• Reduced Ticket Resolution Time (TAT): Achieved up to 40% reduction in average resolution time through automated workflows.
• Improved CSAT: Customer satisfaction scores increased from 3.5 to 4.8, driven by faster response and better transparency.
• Operational Efficiency: Reduced manual ticket allocation effort by 70–75%, minimizing dependency on manual intervention.
• Increased Capacity: System now supports processing of 100+ tickets per day, enabling scalability without additional operational load.

Technical Integrations

• Microsite Webform Integration — real-time validated capture of customer inquiries with BPM-driven routing
• Corporate Website Integration — automated lead/ticket creation with BPM routing to relevant teams
• Core Banking System (CBS) — real-time synchronization of customer data, account details, and transaction insights
• Automated SMS & Email Notifications — real-time alerts on ticket creation, status updates, and resolution

Noteworthy

Enabled end-to-end ticket automation with BPM-driven workflows, enhancing operational efficiency and ensuring faster, more consistent customer service delivery across Shivalik Small Finance Bank's growing branch network.