About:

ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries in the areas of investment banking, life and non-life insurance, venture capital, and asset management.

The Bank has a network of 3,100 branches and 10,486 ATMs in India and has a presence in 19 countries, including India.

Challenge:

Being a leader in general insurance domain, ICICI Bank wanted to ensure optimum customer experience. The existing technology was unable to effectively handle the call inundation.

It was undetermined towards the required capability and features updates as per business expansion, managing leads was a huge challenge. Every follow up with the customer was done manually it was very difficult for the sales executive to remember each and every follow up calls.

Also, there was no call back facility due to which there were the possibility of missing the potential clients with no past history records of the previous communication, it had become very difficult to manage the leads on two platforms – In-house CRM and Contact center CRM.

There was an urgent requirement of best-unified solution that could make the entire process automated.

Solution:

To support its technology-focused strategy, ICICI Bank needed a robust technology platform that would help it achieve its business goals. After an intense evaluation of several global vendors, ICICI Bank identified Orevento.

Orevento Team mapped out process incitement, and provided the solution, which made the client capability future-ready; the entire solution was implemented on a single set up making it really easy to manage.

On dialing the virtual number, the call will get automatically gets disconnected after one rings.  The customer will automatically receive the SMS for current offers, the solution provided real-time information of the connectivity of the client interested in the different offers carried out for the customer benefits.

A GUI based customized reporting was provided, so managers and supervisors could access relevant information. The URL forwarding option ensured quick integration of the existing CRM with onering portal. Onering was able to produce some very key insights to ICICI Bank with the help of its detailed reporting capabilities like caller number, date & time, operator, circle etc.

Click to call web service was uniquely designed for the sales executive to reach out the customers immediately on real-time basis after receiving the miscall, which helped them out to increase the customer interaction.

Takeaway:

• The advantage of the facility is that there is no charge for the calls and the customer will receive the information immediately after the miscall.
• No physical servers are required at the office location.
• Offer customers benefit for being a part of the campaign
• Implement powerful data analytics and optimize the use of data generated
• All the follow-ups were automated getting benefited up to 80%, there was no loss of potential leads or unattended leads which leads to enhancing the productive time.
• This solution helped them minimize their operational cost by more than 40%