Kotak, being a new player in the credit cards business, needed a speedier module to handle credit card customers' queries along and provide solutions. The Siebel Service Request Module implemented for handling credit card service provided 56 types of service requests spread across various categories like complaints, queries, requests and leads. It also has 14 different types of templates to capture information relevant to these categories and service requests; auto assign them to the relevant servicing unit; escalation based on adherence to the defined turnaround times for each and every step of the request fulfillment; 1600 different business rules to handle the complete workflow; MIS Reports for calls raised & closure including turnaround times and SMS alerts to the customers on request creation and closure.
The Bank had already implemented the Customer Service Module for Retail banking as a business unit and the Customer Service for Credit Cards was being implemented on top of it. Thus the implementation needed to ensure that the existing functionalities continue to function while the new requirements are met as per the expectation of the business. With the implementation of the Siebel customer Service Module, the Credit Card Business has been able to service approximately 18 thousand complaints / queries / requests / leads every month over a base of approximately 1 lakh account holders within the turnaround times defined for the 59 different Service requests implemented. The USP of the Project is the capability to quickly roll out the initial set of 56 service requests in a span of less than 5 months, with the ability to roll out additional service requests in future.
Oracle Financial Services Software Ltd