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News : YES Bank Achieves Enhanced Customer Experience
Dec 4, 2013 -- The bank's IT team led by Shetty designed and implemented an in-house platform to provide a holistic single interface for the complete spectrum of its customer engagements.
In India’s tightly regulated banking sector there isn’t always enough room for ground-breaking innovation. But that didn’t stop Surendra Shetty, senior president and chief information officer, YES Bank, from enhancing customer experience by enabling the financial organization and its relationship managers with meaningful customer insight.
Initially, when a customer called to avail of one of the many services YES Bank provides, a relationship manager and contact-center staff needed to sift through a plethora of data from different systems to find relevant information about the customer and then try to put it all together and make some sense of it. That’s a lot of time consuming work, by any measure. "While facing the customer, they had to manually log into different systems to provide the customer with the required information and this could take a long time and slow the operational process down," says Shetty.
The project led to a dramatic increase in operational efficiency with a daily collective saving in effort of close to 1,750 hours throughout the enterprise.
In response to the problem, the IT team led by Shetty designed and implemented an in-house platform on existing infrastructure. Called Insights 2 Engage, this platform provides a holistic single interface for the complete spectrum of customer engagements and communications to meet YES Bank’s needs.
Adopted across the organization for accessing customer information, the Insights 2 Engage platform has made customer specific details of nearly 30 bank products with over 160 parameters accessible in less than a second and brought down call waiting times.
It has also led to an increase in operational efficiency with a daily collective saving in effort of close to 1,750 hours throughout the enterprise.
Posted by Veronica Silva Cusi, news correspondent
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About YES Bank:
Yes Bank is a private bank in India. It was founded by Ashok Kapur and Rana Kapoor, with the duo holding a collective financial stake of 27.16%. Mr.Ashok Kapur was killed in a terrorist attack in 2008 in Mumbai.
Published: Thursday, December 5, 2013