The document discusses customer query resolution and prospect tracking systems implemented by Newgen for Sahara Life Insurance, HSBC Bank, and FIC Banks. It provides an overview of the key features of each system, including interfaces for customer and prospect search, logging new queries and prospects, viewing query and activity histories, and routing items to the appropriate teams for resolution. Workflow automation is highlighted for tracking internal bank processes more efficiently.

1. Customer Query Resolution and Response Tracking System An Overview

4. Sahara Life Insurance Corporation Customer Query Resolution

5. Query Resolution For Sahara Life The Participants Are : Customer Helpdesk Operations

7. Helpdesk Tasks HELPDESK 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

12. Flow of activities

13. Helpdesk Screen

14. 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

20. Query history pop up

22. HSBC Bank Request Manager

25. Comprehensive RM Screen

26. Lodging a New Request

27. Selecting Request Type

28. Request Details Search

29. Request Modification

30. Request Details

31. Routing Requests

32. FIC Prospect Tracking System

33. Prospecting System Overview

35. Prospect Creation Interface

36. Prospect Details Interface Prospect Search

37. Prospect Details Update Interface

38. Banks Internal Processes

40. Thank You