Kotak Mahindra Bank : Siebel Credit Cards Implementation

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.