by June 1, 2009 0 comments

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.

Project Specs
  • Deployment Location: Mumbai
    Sanjay Gupta
    Projet Head
  • Team Size: 7
  • Tech Used: Siebel (Financial
  • Expected life: Long-term deployment
Implementation Partner
Apoorva Awasthi
Oracle Financial Services Software Ltd

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