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

2. 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

3. Cases under discussion Sahara Life Insurance Corporation HSBC Bank FIC Banks internal processes

4. Sahara Life Insurance Corporation Customer Query Resolution

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

6. 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.

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

8. 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 :

9. Entities Customer Policy Call Query Workitem

10. 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).

11. Types of queries Instant  Which can be resolved instantly. Forwarding  Which need further consultation.

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

15. 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.

16. 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.

17. 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.

18. 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.

19. 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.

20. Query history pop up

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

22. HSBC Bank Request Manager

23. 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

24. 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

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

34. 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

35. Prospect Creation Interface

36. Prospect Details Interface Prospect Search

37. Prospect Details Update Interface

38. Banks Internal Processes

39. 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

40. Thank You