Communication Media

A digital first approach to enhance CX


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

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

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

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

And more….

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

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 UniServeā„¢ NXT has consistently catered to enterprise communications needs across multiple verticals – telecom, banking, insurance, government, utilities, and many others.

 

Transform your customer experience and equip business agility