Group - 2

Ankush Birla (PGFA1910)

Ashy Zacharia (PGFB1904)
Ravina Singh (PGFA1941)
Surbhi Sabharwal (PGFA1957)
Utkarsh Padiyar (PGFA1959)
Yash Batra (PGFA1960)

Case Study Presentation –

Lombard Direct
Key Performance Indicators
Telephone availability - The time an individual is available to take calls.
Insurance sales - They want to encourage the people who take out loans with them to take out
their insurance cover on the loans.
Media and product code accuracy - It was very important for their marketing people to know
from where the customers heard about them. However, their systems were a bit lacking in this
area and sometimes the CAs have difficulty finding the right code because there are so many.
Call conversion - To calculate the number of successful loans sold compared to the number of
calls taken.
CATS (Customer Adviser Technical Skills) - Procedural accuracy, such as giving the right
advice and adhering to data protection requirements.
Call analysis - An assessment of the interactions with a customer and compliance with the
correct procedure.
How will Technology Help Lombard
Direct?
• Help Gain knowledge about the
customer: For example: MSC trade
finance has set up a system wherein
the bank allows the customer to talk
to the same service executive every
time for providing a better solution.
• Knowledge about usage of service by
the customer
• Help customers gain product
knowledge
How will Technology Help Lombard
Direct?
• Provide Customized Services : Loyalty
program (CRED)
• Reduce cost : Financial services,
traditionally operating through a
network of local branches, are able to
reduce the cost of their operations by
dealing centrally through the
telephone or internet. Example:
Tracking Credit- Worthiness
Tech - Enablement
• E-Service: Lombard Direct should set up an E-Service for the following
reasons:
Easy access for customers: The websites do not have to be staffed for 24
hours a day or 365 days a year, but there is the opportunity for customers to
make contact at any time. This will help in better management of staff.
Opportunity to provide transparency: All the information can be provided on
the website for the customers to understand the product better. This will help
manage the customer talk time better.
Linking services: Opportunities exist to build links between websites of
complementary service providers. This creates the ability to form service
alliances. For example: Lombard wanted its customers to buy both loan and
the insurance.
How will it improve Service Quality?
Fast response: 24*7 chatbots system to answer customer queries.
Customer communication: The provision of information about length of the
queue, for example, or how long before a response or delivery is likely.
Choice of phone follow-up: The option to communicate person-to-person
with the company in case of unresolved queries or concerns.
Ability to check status: The ability the status of an order
Links to FAQs: The ability to see frequently asked questions (FAQs) to deal
with obvious queries.