#customer service in Marketing financial services

2. Customer Services Strategy
The Restructuring
To overcome the intense competition from private and foreign
banks, SBI planned a major organizational restructuring exercise.
The key aspects involved:-
• Redesigning of branches
• Providing alternate channels
• Focus on a lean structure
• Technological up gradation

3. A business process reengineering (BPR) team was constituted in June
2003 with McKinsey & company as consultants. The BPR's basic goal
was to create an operating architecture that would facilitate service
delivery of international standards.

4. The project objective
• Increasing customer satisfaction and convenience
• Freeing up time for branch manager
• Branch staff to focus on sales and marketing
• Enhancing SBI's competitiveness in the market
• Increasing the profitability through higher market share and
improved process efficiency