Customer Query Resolution and Response Tracking System

An Overview

Driver for the discussions

• Newgen has done elaborate work in the space of Customer Query Resolution and Prospect Tracking System

• Discuss on how the detailed projects done in the above mentioned space can be replicated for quick sales

• Educate the sales team on the projects where such systems have been implemented

Cases under discussion

1. Sahara Life Insurance Corporation2. HSBC Bank3. FIC4. Banks internal processes

Sahara Life Insurance CorporationCustomer Query Resolution

Query Resolution For Sahara Life

The Participants Are :

CustomerCustomer

HelpdeskHelpdesk OperationsOperations

Interaction between the participants

▪ The customer interacts with the helpdesk for queries.

▪ The helpdesk resolves the queries on the spot OR forwards it to Operations.

▪ Operations can communicate with customer directly for more info.

▪ The customer in between can follow up for the queries.

▪ The helpdesk can see the current status of the queries.

▪ The helpdesk reverts back to the customer with the resolution of the queries.

Helpdesk Tasks

HELPDESKHELPDESK

Search And Display

Customer Details

View Call And

Query History

View Actions

Performed On Query

Log And Resolve

Query Instantly

Forward Unresolved

Calls To Operations

Log Any Further

Follow Up

Log Prospect

Data

Close Calls

And Queries

Helpdesk Interface

▪ Search and view customer details, which include :Personal, Policy and Agent details.Call and query details.The current status of each query and what all actions have been performed on the query till

date.▪ Log new calls and queries for the customer.▪ Forward queries to operations which need further consultation and can’t be resolved

instantly.▪ Log follow up details.▪ Close calls and queries.▪ Log Prospect customer data into the system.

Activities of the helpdesk user :

Entities

▪ Customer▪ Policy▪ Call▪ Query▪ Workitem

Relationships

▪ 1 Customer Many Policies.▪ 1 Customer Many Calls.▪ 1 Call Many Queries▪ 1 Query 1 Policy.▪ 1 Query 1 Workitem(If forwarded to▪ operations).

Types of queries

▪ Instant Which can be resolved instantly.▪ Forwarding Which need further consultation.

Flow of activities

Helpdesk

Customer

INITIA

TE

REQ

UEST

POSProcess

CQR-Instant Query(Table)

Log And

Close

CQR- Forwarding

Query(CQR-NB, CQR-POS,

CQR-Claims)Process

UNRE

SOLV

ED, S

O FO

RWAR

DED

TO E

XPER

TS.

WAIT

FOR

RES

PONS

E

Prospects CRM

Display Customer Data

Search Customer Data From Database

Agent

Search Customer Data From Omniflow

Database

INSTA

NT

QUE

RY

Resol

ved

Outbound-Communication with customer

Helpdesk Screen

Helpdesk Screen

Search Criteria

Customer Info

Call Details

Query Details

Workitem Details

New Call Logging Section

Add Query To The List. When the customer has many queries in a call.

Save the New Call Data

GO TO CALL HISTORY POP UP

GO TO QUERY HISTORY POP UP

GO TO CUSTOMER SEARCH POP UP

Customer search and details

▪ Customer search section.▪ Customer details : Personal, policy and agent.▪ Call history section : Call section and query section. For each call there

can be multiple queries.▪ Workitem section.

New call

▪ Taking note of customer phone number and email.▪ In case further consultation is required the user selects parameters to

identify the query so that it goes to the right desk for resolution.▪ Filling query title and description. Resolution comments are given so as to

log instantly resolved query.▪ Add to list : To log multiple queries in the same call.▪ Submit : When all the queries are added to the list, the user can save the

data.

Pop up for customer search results

▪ When the customer search is based on name then there can be multiple customers by the same name. This pop up shows the list of customers with the searched name. The details are seen in the figure below.

Call history pop up

▪ The pop up gives details of a call when the user wants to see the details of a particular selected call from the main screen. The Pop up gives the list of all the queries in a call. It also shows the customer comments and helpdesk comments.

Query history pop up

▪ The pop up gives details of a particular query in a call when the user wants to see the details of a particular selected query from the main screen. The pop up gives the details of the actions performed on the query and the user comments at every step. The user has the option to put the customer follow up comments and the helpdesk follow up comments, when the customer enquires about the status of his call. The user can put the response comments as well when communicating back the resolution to the customer.

Query history pop up

Prospect Details

▪ All sales queries will also be logged by the helpdesk.▪ The sales query will be mailed to the respective branch.

HSBC BankRequest Manager

Request Manager Purpose

• Lodging requests for different Banking processes as • Change of address• Debit/ATM card related etc

• Searching on the Requests lodged earlier• Route the Requests for resolution through the workflow• Monitor the status of the requests

Request Types

Highlights

• Customised and comprehensive interface for lodging, searching the requests

• Tracking pending requests and taking appropriate actions• Maintaining customer and request details for quick search• Monitoring and tracking of the request status and corrective

actions on SLAs

Comprehensive RM Screen

Lodging a New Request

Selecting Request Type

Request Details Search

Request Modification

Request Details

Routing Requests

FICProspect Tracking System

Prospecting System Overview

Mapping Operations to the System

▪ System creates individual queues for all the Branches

▪ Relationship Managers (RM) work on the field to generate prospects

▪ RM logs the prospect data into the system with a Follow Up Date

▪ System generates a Prospect ID

▪ In-built Scheduler – creates Work Items corresponding to prospects on follow up dates

▪ RM is presented a list of prospects everyday and visits them

▪ RM logs status of the follow up in the system

▪ Based on RM decision(s) the system decides further routing of the Prospect

▪ Another process such as Loan Booking maybe initiated if prospect is converted to customer

▪ Prospect / Customer data is always available to the RM on the system for Viewing & Updating

Prospect Creation Interface

Prospect Details Interface

Prospect Search

Prospect Details Update Interface

Banks Internal Processes

Automating Banks Internal Processes

• In a bank, there are hundreds of processes which are worked upon in an adhoc manner by employees

• These include• Account Opening Approvals• Issuance of stationary

• Normally these processes are worked upon on Emails• Emails inherently have issues related to credibility and tracking• These processes can be automated through Workflows which offer

benefits as• End to end monitoring and tracking of requests• Operational Risk Management• Managing internal SLA for request handling

Thank You