Professional Documents
Culture Documents
CRM Highlights:
An in-house CRM system that serve as a complaint and lead management system
SBI's CRM system handles customer complaints efficiently through multiple
channels
New CRM system has improved transparency, brought down complaint
resolution time and cuts across all customer touch points
Allows a single view of the customer and follows it within the hierarchy
SBI Life can efficiently service any query/compliant because they have a
consolidated view of all the past payments and history of customer interaction
New system allowed to capture the initial interactions with potential customers.
This helped in understanding customer behavior; what people are looking for
Benefits
The central monitoring team helped in customer service
escalation hierarchy decision.
It allows a single view of the customer and follows it within
the hierarchy, and offers a summarized view
Improved transparency, brought down complaint resolution
time
First insurer in India to complaint with IRDA rules
effectively.
Reasons for CRM Failure