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Business Intelligence and Automation

Business Intelligence And Automation in India’s Largest Private Sector Bank

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Dialer Solution

Dialer Solution and Automation in India’s Largest Private Sector Bank

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Consulting Used Cases

Banking & Finance

• CRM that incorporated RPA technology for intelligent user productivity & data management with enhanced Business Analytics through Dashboard Automation

• Implementation of industry best practices & SOP based approach using Six Sigma



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Insurance

• Deployment of a RPA based solution for data management & simplifying of procurement journey

• AI based Automated voice assist for easing the customer experience and simplifying the journey for customers

• AI & NLP based Email response solution deployed

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Manufacturing

• RPA based solution for intelligent user productivity & data management with enhanced Business Analytics through Dashboard Automation

• Implementation of industry best practices & SOP based approach using Six Sigma



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What Can We Help You With?

Eureka Digitisation & Automation Services (eDAS) is a digital automation company producing in-house software solutions from On-premise to Cloud – Software as a Service (SaaS) Solutions.

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Omni-Channel Dialer Software Solution
AI BOTS: Voice, Chat, Email & WhatsApp Bot
Quality Management System
Intelligent Knowledge Portal
RPA & BI for Data Analytics
Intelligent Document Processing​

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IT Consulting Services​
IT Training Services​

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Cloud Telephony
App Development & Maintenance
Software Development
RPA & BI for Data Analytics​
Document Processing
Management & Workflow​
CRM services​
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What Can We Help You With?

Case Study 1 – Private Bank

  • Consulting Services for a Leading Private Bank

A Leading Private Sector Banks with a network of over 5500 branches, providing a wide range of products across retail & commercial products

  • Scope of Work
  • Inbound – Queries, requests, complaints, Claims, Endorsement, Policy Issuance, Cancellation, NCB, Sales, Policy Renewal
  • Outbound – Welcome Calling, Loyalty Calling, C-Sat Calling, Persistency – Renewal & Fresh (Motor, Health)
  • Web-chat and Email response handling
  • Solutions Deployed
  • Business Intelligence & Technology: Implementation of a fully integrated CRM that incorporated RPA technology for intelligent allocation & data management with enhanced reporting & tracking capability
  • People: Implementation of industry best practices & SOP based approach
  • Benefits Delivered
  • Operational Leakages reduced by 23% from 30% to 7%
  • Operational capacity increased by 45% from 90% to 135%
  • 30% reduction in manpower requirement
  • Reduction of 20% seen in the overall cost per transactio

Case Study 2 – Insurance

  • Consulting Services for a Leading Insurance Provider

Leading Private Insurance Service Providers in India, with a nation-wide network of 26,500+ intermediaries, providing a wide range of insurance products to the Indian market.

  • Scope of Work
  • Streamlining existing processes across India
  • Processing physical applications as well as online applications, credit check & approval
  • Personal Loan, Auto Loan, 2 Wheeler Loan, Business Loan, Home Loan, Working Capital, Tractor Loans & Corporate cards
  • Solutions Deployed
  • RPA based solution: to capture data from multiple pages & display it on a single screen
  • IVR With Self care: to help customers access queries, policy details, complaints etc.
  • Email Automation: AI & NLP based Email response solution deployed
  • Cross skilling of associates to handle multiple LOB queries
  • Benefits Delivered
  • AHT Reduction: 20% AHT reduction
  • Improved CSAT: CSAT from 85% to 95%
  • Reduction in Call Volume: decrease of 27% in the overall volume
  • Cost reduction: AI & NLP based Email response soln 30% reduction in the overall cost
  • Accuracy: Overall accuracy improved to 95%

Case Study 3 – Manufacturing

  • Consulting Services for a Leading Thermal Manufacturing Co.

Leading UPS & Thermal manufacturing company which collaborates with customers to build future-ready infrastructures based on hardware, software, analytics, & services, to ensure their customers vital applications run continuously, perform optimally, & scale with business needs.

  • Scope of Work

Inbound:
> Queries, requests and complaints handling, Email handling
> Call Assignment to Engineers within TAT, updation and closure

Outbound:
> Lead Generation, C-Sat Calling
> Outbound – collections

Back Office:
> Order Processing
> Follow up for commissioning schedule with customers

Technical Support:
> Tender Bidding / Inbound tech support

  • Solutions Deployed

BI & Technology:

> RPA based solution capable of collating data from multiple sources, documents and tabs and populating the same in the CRM
> Automation of the operational MIS
Comprehensive cross training of agents resulting in consistent delivery

  • Benefits Delivered
  • AHT Reduction: 50% reduction in AHT, bringing the AHT down from 30 Min to 15 min
  • Accuracy: Accuracy for the process improved to 99%
  • Cost Reduction: 20% decrease in costs
  • Csat: 10% improvement in Csat from 80% to 90