The Derbyshire Building Society

8/8/2019 The Derbyshire Building Society

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Submitted by:

Group 7

Abhinav Mittal - u109053

Anuradha Mohanta - u109055Batala Mayuri - u109060

Ekta Aggarwal - u109065

Manisha Tripathy - u109073

Rani Jain - u109081

Sameer Sawant - u109085


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CUSTOMER SERVI

CES DIVISION

y A new Customer Services Division, incorporating a customer call centre, to be established to spearhead

the drive to put customer at heart of business.

y Better quality of service would come from:

y

Competent and informed management continually researching customer satisfactiony Staff training programs

y Empowerment of staff at their desktop

y Support of above with suitable technology

y Significance of the call centre:

y Call centre agents would affect, influence and measure customers perceptions about the

organization.


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y The call centre established was called The Careline , with following objectives:

y Customer Retention :

y Strengthen relationship with those customers who rarely visit a branch after initial purchase

y Customer Orientation :

y To introduce into Head office the process, attitudes and skills needed to meet customers

changing expectations about service delivery

y Reduce Operating Costs:

y To identify opportunities to streamline work flows.

y Low balance/ high transaction customers

y Shifting emphasis to proper savers and investors who find telephony as much more

convenient

y Retail funding challenge

y To grab a share of the postal/ telephone products business


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y To meet above objectives, there was a need to implement an operational CRM and workflow solution .

y This system will become a single point of access, input and update of all customer information.

y Need for an IT based CRM system

y Absence of such CRM solution will lead to following problems in the Call Service Centre:

y Higher agent costs and lack of efficiency savings : due to manual processes

y Little support for building customer relationships : system becomes reactive instead of proactive

y Little support for generating revenue: inability to identify opportunities

y Inconsistent call handling : difficult to manage callers experience and performance

y New channels are held back : loss of flexibility in the manual systems


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CRM SOL

U

TION- ITS REQU

IREMENTS

y Complete contact History functionality and flexible task management

y Unified, consistent and updated customer information across all channels and customer touch points

y Customer centric focus

y Increased level of service quality and reduction of cost

y Easy and comprehensive capturing of customer information

y Increased effectiveness of customer acquisition and retention program me.

y Offering end to end customer management

y Flexibility to accommodate future changes in business strategy

y Easy integration with other acquired systems and support existing and future channels for sales and service by building futureproof customer service infrastructure.


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SELEC

TIONC

RITERIA FORC

RM PACK

AGE SOLU

TION

y Speedy recovery of returns well in advance of implementation of rest of its change program me

y Understandable and usable

y Specialist financial service focus

y Ability to integrate with legacy ICL mainframe environment

y Potential for incorporating channels in future

y Rapid deployment capability

Documents

The Derbyshire Building Society