ORM for BFSI Case Study

What:

The demonetization announcement in 2016 threw financial life out of gear.

Serpentine queues outside bank branches and ATMs

Incessant calls to toll-free helplines

Constant messages to banks’ social profiles

The Challenge:

Respond to customers in minimal time

Facilitate flow of accurate information

Ensure brand equity and reputation remains unaffected

Tools Deployed:

The demonetization announcement in 2016 threw financial life out of gear.

Germin8 Social Listening

Trooya

The Solution:

On social

Real-time scanning of social media landscape to capture mood and sentiments accurately
Streamlining and prioritization of social mentions for better response management
Immediate responses to queries around banking hours, availability of cash and other crucial crisis-related queries

On the operational front

Deployment of additional man hours to ensure TAT was maintained despite doubling of queries
Process flow created to maintain optimal TAT amidst increased volume of conversations
Location-based mapping and deployment of additional resources in high volume regions

On the client engagement front

Two-hourly updates to client for effective handling of situation

The Impact:

104%
Timely and successful resolution of 104% * increase in volume of queries.

TAT maintained at optimal levels throughout the crisis despite substantial increase in volumes

18%
Increase in positive sentiment by 18% * for effective management of the crisis

Overwhelming number of social mentions hailed bank’s impeccable service during the crisis

Germin8: The Partner You Can Bank Upon During a Crisis

Automated streamlining and prioritization

18%

Optimal TAT maintained

104%

Who:

What:

What:

The Challenge:

The Challenge:

Tools Deployed:

Germin8 Social Listening

Trooya

The Solution:

On social

On the operational front

On the client engagement front

The Impact:

Timely and successful resolution of 104% * increase in volume of queries.

Increase in positive sentiment by 18% * for effective management of the crisis

Address

Contact Us

Address

Contact Us