Value Delivered
Background
The banking major was looking to offer quick and efficient doorstep banking services to its customers at the comfort of their homes. They had a team of field sales executives to facilitate seamless doorstep banking and improve customer satisfaction.
Challenges
Banks and financial institutions are introducing modern and innovative ways to offer personalized banking services in India to strengthen customer loyalty. Delivering a quick and seamless banking experience to customers in a highly secure manner at their doorstep is a primary differentiator in the banking space.
The client’s vision was to be a digital bank that offers all services at its customer’s doorstep. The bank aimed to provide doorstep banking solutions to its customers to avail various facilities without visiting the branch with a field service agent team.
It wanted to use real-time systems based on location intelligence to make the field executives more productive, enabling the bank to serve more customers without increasing the number of branches and staff.
- Manual processes
- Poor visibility into field activities
- Ample paperwork and admin tasks
- Huge backlog of pending requests
- Suboptimal customer service resulting in low retention
- Inefficient use of resources
Solution
- Created serviceable grids for each territory or branch
- Task scheduling based on priority, proximity, skill, and availability
- Added ability for field agents to accept inter grid jobs
- Real-time tracking of field executive
- Dedicated app for field agents
- Customer onboarding and other doorstep banking services
- OTP based handovers
- Automated scheduling
See How Enterprises Leverage Location Intelligence with Dista
“Dista Service helped us with field investigation of our prospects as well as loan servicing for customers. Over 10K users are using the app to get real-time updates on their loan status, raise queries, respond to queries and more.”
Sandeep Gambhir
Head - Digitalisation & Marketing, ICICI Home Finance
“With Dista’s AI-enabled location intelligence platform, CMS provided seamless, faster, safer, and hassle-free doorstep cash transportation service. There was an increase in agent productivity while a reduction in cash movement overheads with the right-sizing of custodians and vans.”
Rohit Kilam
CTO, CMS Info Systems
