A digital first approach to enhance CX

The CCM solution built on UniServe™ NXT platform helped a leading bank to aggressively cater to digital customer expectations by digitalizing customer facing processes in the shortest possible time.

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Business challenges faced by the bank:

• Low e-mail penetration level as communication was predominantly print and static e-mail, hence increased operational overheads with multiple applications being used for multi-channel communications
• Low scope for personalization
• High operational costs for printing and distribution
• Unavailability of a single view of communications to internal stakeholders
• Unavailability of content approval workflow to check the compliance, marketing messages
• Delayed SLAs of sending communications and lost opportunity to improve revenue

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Benefits of using the CCM Solution:

• Personalized marketing messages on statements improved revenues from up-sell and cross-sell
• Improved e-adoption rates and self-help strategy led to 20% reduction in call centre volumes
• Reports integrated with CRM for reduced call handling time
• Parameterized password - A secure statement has all the features of a web portal and is delivered through an

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Email with password protection

• Enabling Digital Signatures for all communications
• Improved revenue through personalized marketing messages based on Data Analytics derived from demographics, transaction history and capturing customer feedback
• Differential experience based on customer segmentation

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The value delivered:

• 100% email penetration saving costs of up to 90 crores per month
• Processes 26 million interactive communications sent per month
• Savings on Printing and Courier Costs of 28 Lacs/Annum

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For more than a decade, our clients have used our digital business solution to create new and valuable customer experiences. The CCM solution built on UniServe™ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.

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