‘Transformation of Customer Communication Management Technology’ with a cloud-based robust CCM solution

India’s fourth largest private sector bank with a growing and extensive branch banking network of over 1000+ Branches and 1,800 ATMs implements CCM solution built on UniServe™ NXT platform. It is the first bank in India to go on cloud for CCM solution with all its product communications.

The Objective: The bank was looking out for a robust solution for all the Statement requirements (including credit cards) to rationalize and personalize customer communications across all channels imbibing all touch points to bring consistency in their customer engagement and arrest revenue leakage.

The CCM solution built on UniServe™ NXT platform with its robust, user-friendly tools truly empowers business users, while moving to Cloud based solution with Vertical & Horizontal scalability.

Business Benefits

• Reduced TAT in completing statement cycle within few hours
• Consistent customer engagement resulting in improved customer experience index
• Improved revenue by arresting revenue leakage
• Increased revenue opportunities through personalized marketing messages
• Cloud based solution hosted on AWS to ensure pay as you use pricing model to reduce CAPEX
• Reduction in call handling time and call center volumes by more than 25%
• Consolidated statement across LOBs
• Single view of the customer across LOBs to enable personalized customer engagement

The aim was to ensure easy creation and management of templates, seamless archival and retrieval of customer communications and an integrated platform for execution of segment based campaigns, making this application the single source for all customer communications.