Banking & Finance

Increase in branch sales by improving customer experience Client and Challenge

A leading Indian bank wanted to improve customer experience for retail banking customers across touchpoints

Approach
  • Redesigned SOP’s using attribute analysis of 5000 customers of client’s Target group
  • Carried out weekly mystery audits to at all touchpoints(Voice calls Audit/ E-Mail Interactions/ Web/App interactions)
  • Our team regularly interacted with client’s regional teams. This consultative approach increased the ROI of exercise by ensuring optimal improvement in all regions.
Benefits Achieved
  • Increased average branch revenue by 14%
  • NPS improved by 23%
  • Placed a resource at client’s premise. This ensure the program’s alignment with client’s strategy and to ensure timely actions based on audit findings