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

Client Background

The client is a subsidiary of one of the leading private Banks, operating for over 3 decades, with a network of 150+ branches in India. It ranks amongst the Top 5 companies in the Broking & Distribution industry

Business Challenges

The client has been facing stiff competition from both Established players as well as Upcoming Unicorns in its vertical. The existing legacy dialer and contact center CRM solution deployed had limitations in being upgraded. Hence, there was the need for an alternate solution. This solution was supposed to ensure that prospect leads through various channels could get routed to the Contact Center Team on-the-go. Otherwise any delays in reaching out to such prospects would result in losing that prospect to competition.

Solution Strategy & Deployment

eDAS, Consulting conducted an “As-Is’ product study and identified the following areas of improvisation:

Business Intelligence strategies could not be effectively implemented by client for running campaigns, as there were tagging mis-match be tween ‘Dialer Dispositions’ and ‘CRM Dispositions’.
‘Work-from-Home’ model implementation in case of pan demic-like situation required strengthening the “Quality Assurance” process.
Manual dependency for MIS and Reports had to be mini mized, and equally critical was the need of having reports in lower TAT

Subsequently, eDAS extended “VAANI 2.0” solution, which had additional value-added services embedded in it.

“VAANI 2.0” helped mitigate the challenges of disposition mis-match. This was done through its inherent capability of cohesive integration with back-end CRM systems such that dialer disposition would automatically reflect on the CRM as well.

There are certain In-built features of “VAANI 2.0” like “Graphical Performance Statistics” display on agent screen, alerts triggered when threshold exceeded, etc.

“VAANI 2.0”, by design, is highly suited for ‘Work-from-Office’ as well as ‘Work-from-Home’ environments. It significantly helps in overcoming limitations of conventional Quality Assurance process, since Call audit, monitoring, feedback, calibration sign-off between Operations and Quality Assurance team, etc. can be done online itself.

“VAANI 2.0” integration with back-end CRM solution was also strengthened on various fronts. These included perform validations prior to uploading data in dialer for out-calling, real-time customized MIS Reports availability to authorized personnel, etc., amongst others.

Benefits for the Client

Leads from all channels are now being attended to almost instantaneously through “VAANI 2.0” Suite that has been deployed
NPS has shown remarkable improvement with prospects now experiencing one of the ‘Best-in-Class’ Omni-Channel Platform, which includes Voice, WhatsApp, Facebook, etc.
Dialer contactability has shown 06% improvement as compared to earlier solution
Overall operational through improved by 19%, resulting in solution now being extended to various other businesses, within the client organization

Benefits for the Client

Business Challenges

Limitations in upgrading existing dialer
Contact Center CRM solution had shortcomings
Losing prospects to competitions owing to delay

Solution Strategy & Deployment

Deployed VAANI 2.0 solution
VAANI 2.0 mitigated the challenges of disposition mis-match
Helped in Work From Home environments
Integrated smoothly with back-end CRM solution

Benefits for the Client

Dialer contractibility improved by 6%
Winning more prospects through omni-channel mode
Improved overall operations by 19%

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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.