Back to Case studyGujarat-based Sutex Co-op Bank Builds its Contact Centre with Smartflo to Manage Customer Service Priorities
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Established in May 1972, the Surat based co-operative bank has 18 branches and more than 3.5 lakh customers today. It was started initially to support textile traders in South Gujarat and is one of the leading financial institutions in the region today.
The bank was the first in the co-operative sector to provide Automated Teller Machine (ATM) services to its customers and get approval for providing direct loans under the technology up-gradation scheme launched by the government for the textile industry in India.
Focused on providing secure and user-friendly digital services to all its customers, the bank offers facilities for e-statements, Short Message Service (SMS) alerts, Real-Time Gross Settlement-National Electronic Funds Transfer (RTGS-NEFT), epayments, Immediate Payment Service (IMPS), lockers and stamp franking through its networked branches.
While investing in digitalisation to provide better customer services, the bank also aimed to provide phone banking support. It needed a contact centre system to distribute calls systematically, connecting customers to the agents or self-help options for first-time resolution of their concerns.
In line with new contact centre technologies, the company preferred a Cloudbased telephony software and signed up for Tata Tele Business Services (TTBS’ Smartflo. The bank selected products based on user-friendliness, cost-efficacy and custom features for productivity and security.
Business Challenges
To stay competitive in an industry where private banks provide advanced digital services and FinTech companies record consistent growth, the co-operative bank also had to improve its customer experience. It needed to set up a feature-rich contact centre through which employees could serve existing customers and generate new leads more efficiently.
It was vital to deploy the contact centre in minimum time and hence, the need for a plug-and-play software. The key features in the system include:
- IVR service and automatic distribution of calls amongst available agents
- Flexibility for integration with Customer Relationship Management (CRM) to provide instant response on Value-Added Services (VAS) such as balance inquiries, mini statements, cheque book request registration and interest rate queries
- Ability to record calls for quality and compliance assessments
- Dashboard reflecting call detail records for each workday
As the voice communication involved discussing financial details, the bank needed an application with high security. It also asked for Service-Level Agreement (SLA)- backed uptime to ensure smooth business continuity and 24-hour customer service operations.
TTBS Solution
As per the bank’s requirements, the solution architect from TTBS provided Smartflo with 20 channels for inbound and outbound calls. Customer service associates and telemarketing executives could securely log in to our enterprisegrade hosted Cloud telephony solution from the desktop computer or mobile device connected to a speedy internet service. Multifactor authentication (MFA) provides secure logins, and all communication on Smartflo is protected with 128- bit encryption
Benefits
- Streamlined customer service with a custom configuration for IVR and automatic call distribution
- Reduced footfall at physical branches with ease of responses for basic enquiries on the phone
- Effortless software upgrades and new features are added automatically under managed service system
- Real-time data visibility on dashboard keeping a record of inbound and outbound calls
- Robust security with MFA-based logins and encrypted communications
