Shivalik Small Finance Bank – Revolutionizing Ticket Management & Lead Management with SimpleCRM
Table of Contents
- Client: Shivalik Small Finance Bank
- Provider: SimpleWorks Solutions Pvt. Ltd.
- Project: Shivalik Bank CRM
Executive Summary
Shivalik Small Finance Bank (SSFB) is India’s first Urban Cooperative Bank to transition into a Small Finance Bank, commencing operations in April 2021. Based in Uttar Pradesh and headquartered in Noida, it offers retail banking products and is licensed by the RBI.
By implementing SimpleCRM’s Phase 1 and Phase 2 solutions, Shivalik Small Finance Bank successfully automated its entire ticket management and lead management lifecycle. The platform enabled centralized ticket capture, introduced a unified 360-degree customer view, and automated workflow-driven ticket assignment processes.
This transformation has significantly streamlined ticket flow and allocation, improved issue resolution efficiency, and enhanced tracking of customer complaints and queries. As a result, the bank is now able to deliver faster response times and a more efficient, high-quality customer experience.
The Challenge
Reliance on inefficient and disconnected processes created operational bottlenecks. The primary challenges included:
- Inefficient Ticket Management:
The bank faced challenges in managing tickets effectively, leading to delays in issue resolution and reduced overall 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 and concerns.
- Limited Visibility & Control:
The team lacked real-time visibility into ticket status and performance, making it difficult to ensure accountability and service quality.
The SimpleWorks Solution
SimpleCRM implemented a comprehensive solution focused on automation, scalability, and structured workflows:
- End-to-End Ticket Lifecycle Automation
Designed and implemented a complete ticket management system covering the entire lifecycle from ticket creation to resolution, ensuring a structured, trackable, and efficient process across all customer touchpoints.
- Phased CRM Implementation (Phase 1 & Phase 2)
Delivered a tailored CRM solution in multiple phases aligned with Shivalik Small Finance Bank’s operational needs, enabling smooth adoption, scalability, and minimal disruption to ongoing business processes.
- Multi-Module CRM Deployment
Implemented a comprehensive CRM ecosystem with key modules such as Tickets, Leads, Reports, and Branch Management, improving cross-functional coordination and operational visibility.
- 360-Degree Customer View Enablement
Developed a unified customer dashboard providing a real-time, 360-degree view of customer data, interactions, and history, allowing teams to make faster and more informed decisions.
- Advanced Configuration & Digital Integration
Configured 250+ custom fields using Field Configurator and BPM validations, and integrated a microsite webform for seamless ticket creation and status tracking, enhancing both automation and customer experience.
Transformation Achieved
- Centralized Tickets & Customer Data Management
Consolidated customer and Tickets data into a single CRM platform, eliminating data silos and enabling a unified, reliable source for acquisition tracking and decision-making.
- 360-Degree Customer Insights for Better Targeting
Leveraged a real-time 360-degree customer view to understand behavior, history, and engagement patterns, allowing teams to target the right customers with higher precision.
- Digital Acquisition via Microsite Integration
Enabled seamless customer ticket creation through integrated microsite webforms, allowing direct ticket capture from the website, significantly improving digital acquisition channels.
- Data-Driven Process Automation using BPM
Implemented BPM workflows and validation rules across 250+ configured fields for ticket routing and follow-ups, reducing manual effort and improving conversion efficiency.
- Real-Time Reporting & Performance Tracking
Built robust reporting mechanisms to track acquisition metrics, team performance, and customer trends, empowering management with actionable insights for continuous improvement.
Project Highlight
- Reduced Ticket Resolution Time (TAT): Achieved up to 40% reduction in average resolution time through automated workflows and structured routing.
- Improved Customer Satisfaction (CSAT): Increased customer satisfaction scores from – 3.5 to 4.8, driven by faster response and better transparency.
- Operational Efficiency Gains: Reduced manual ticket allocation effort by 70–75%, minimizing dependency on manual intervention.
- Increased Ticket Handling Capacity: System now supports processing of 100+ tickets per day, enabling scalability without additional operational load.
Technical Integrations
- Integration with Microsite: Integrated microsite webforms with the CRM platform to enable real-time, validated capture of customer inquiries, automated ticket creation, and BPM-driven routing to respective branches, along with customer-facing status tracking, ensuring a seamless, efficient, and fully digital acquisition and service experience.
- Integration with Corporate Website: Integrated the corporate website with the CRM platform to enable real-time capture of customer inquiries and service requests, with structured data validation, automated lead/ticket creation, and BPM-driven routing to relevant teams—ensuring a seamless, controlled, and efficient digital engagement and acquisition process.
- Integration with Core Banking System (CBS): Integrated the CRM platform with the Core Banking System (CBS) to enable real-time synchronization of customer data, account details, and transaction insights, supporting a unified customer view, faster service handling, and informed decision-making while maintaining data accuracy, security, and regulatory compliance. This integration eliminates manual data entry errors, ensures regulatory compliance, and provides real-time access to accurate customer and transaction data for faster and more reliable service delivery.
- Integrated Automated SMS & Email Notification: Enabled automated SMS and email notifications within the CRM-driven ticketing system to provide real-time alerts on ticket creation, status updates, and resolution, ensuring timely customer communication, improved transparency, and adherence to defined service turnaround times (TAT).
Noteworthy
Enabled end-to-end ticket automation with BPM-driven workflows, enhancing operational efficiency and ensuring faster, more consistent customer service delivery.
