The State Bank of India (SBI) is India’s oldest and largest public sector bank and financial services company. It serves 300 million customers through a nationwide network of over 16,000 branches and 50,000 ATMs, with an additional 191 offices in 32 countries.
SBI had identified a strong wealth management service business would be an advantage to the business. To implement this, they required an omnichannel contact centre for its new SBI Exclusif business, so that High Net Worth Individuals (HNIs) would receive a personalised customer experience with a choice of rapid-access channels.
A key component of the service would be video, platform optimised for mobile devices enabling anytime, anywhere availability to the service. To compound matters, a seemingly-impossible three month go-live schedule was also asked for.
As a mark of the services success, 200 new wealth management customers enrolled in the first month.
SBI turned to Tata Communications to implement a solution that could manage contact centre requirements worldwide, across multiple delivery centres and with a consistent customer experience.
The solution chosen was based on InstaCC Global™ – a fully redundant Tier 1 network supported by Tata Communications. This pre-integrated omnichannel solution offers cloud-based Cisco Hosted Collaboration Solution for Contact Center, which enables video, voice and chat with co-browsing and recording of all communications.
To further meet the needs of the brief, the solution seamlessly integrates with multiple internal SBI systems, including website and mobile apps, for a full service offering that allows the business to be more productive without impacting on costs.
The Tata Communications pre-integrated, modular nature of the InstaCC Global™ solution meant that deployment was possible within 90 days, making it the ideal solution for SBI’s tight deadline.
The SBI Exclusif platform enables high performance omnichannel communications between HNIs and RMs in ewealth centres across India. As a mark of the services success, 200 new wealth management customers enrolled in the first month.
The solution offers a number of ‘firsts’ It is the first Cisco Remote Expert Mobile video cloud contact centre in India, and also happens to be the first omnichannel cloud contact centre in the Indian banking sector.
“Tata Communications’ InstaCC Global™ delivers a true omnichannel experience on smart devices anywhere. In our book, that’s our number one consideration because it’s so beneficial for our HNI customers.”
Shiv Kumar Bhasin, CTO, State Bank of India
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