The rise of the digital-first customer, disruption by fintechs and the emergence of customer service as a differentiator has caused a shift in digital transformation goals for the banking sector. Fortunately, we have access to cloud platforms that help redefine front-end, customer-facing operations, and create integrated digital customer journeys - all to ensure a great customer experience.
At HDFC Ltd, we are continually looking for ways to make the customers' life easier. We needed a solution that could make sense of our rich customer data, amassed over the last 44+ years, and use this to drive seamless, personalised experiences. We achieved this by building a single, unified engagement platform equipped with a 360-degree view of data that removes all friction from the customer journey. With Salesforce, we could move away from a product-centric approach and convert our data into actionable intelligence to drive 1:1 personalisation and greater business value.
Here is how we did that:
By combining customer data from multiple channels and back-office systems, we create unified customer profiles accessible to all relevant internal teams. Apart from personal details, this profile includes a ‘Loan 360’ view with details around loan amount, sanction details, property details, documents, follow-ups, etc. - all in a single tab. We use this data to redefine the customer experience by:
To deliver a delightful customer experience, employees must understand their needs better and have better conversations. Investing in the right technology allows us to enable key human resources in crucial tasks such as achieving service excellence through prompt communication, and innovation for customer satisfaction. We do this by:
The insights from a data-driven analytics platform, combined with better employee-customer connection, lets us better understand changing customer needs and expectations. This helps us develop new products or improvise existing ones and unlock new service formats.
For example, the younger generation wants to have more DIY digital servicing options. So, we built a plethora of such options across channels, including a customer portal, a mobile app, WhatsApp, and chatbots.
Similarly, we saw an increased demand for a transparent banking experience. Today, our robust and transparent processes enable a customer to log onto the website and see what is happening with their loan application at any time.
Ensuring a reliable digital presence is essential to building lasting customer trust. Providing a seamless and consistent experience at offline touchpoints is also vital. With customer journeys becoming omnichannel, we are leveraging our unified platform to transform the front-end experience and make it channel-agnostic. Agents have all the information they need on a single window, enabling them to provide resolutions or solutions immediately to the customer, irrespective of the channel they are using. This ensures personalised service that enhances the customer lifecycle value.
HDFC aims to be at the forefront of the digital revolution, where we use technology to simplify and smoothen the home lending experience for every customer. With newer cloud-native technology stacks, we can easily remove all complexities from this landscape, secure and connect our data and create customer magic through personalised experiences.