Omnichannel Customer Acquisition and Servicing
Generating Customer Impact
Opportunities to create value in the retail banking sector have rapidly shifted from products to customer experience, especially in today's omni-channel environment.
Genpact's Omni-channel Customer Acquisition and Servicing (OCAS) solutions enable banks to serve their customers through the channel of their choice across the entire banking life cycle while reducing operating costs, decreasing time to market, and increasing customer satisfaction and share of wallet.
Genpact's OCAS solutions are built around customer engagement and operations excellence. We leverage Lean DigitalSM to transform operations through process, analytics, and technology, and drive cross-channel process efficiencies, automation, and digitization.
Retail banks vary in terms of existing infrastructure, as well as their vision of an end-state multi-channel offering. In addition, most banks have a wide range of experience and maturity when it comes to the use of analytics, operations, or IT levers to enable their plans. Genpact has developed a portfolio of solutions to help retail banks with these challenges:
- Integrated omni-channel contact center: Enabled by an industry-leading CRMS contact center system, the center doubles as a social media command center and helps banks improve customer service and enhance their brand equity.
- Analytics-enabled marketing services: These services help bankers make the right offer to the right customer through the right channel. Analytics measure campaign effectiveness, so bankers can tweak and improve campaigns based on actual results.
- Industrialized banking: The virtual captive provides a flexible operating model that includes all important processes—from account opening to collections. Standardized, compliant options improve compliance and can reduce cost through better scaling. With more than 6,500 dedicated retail banking professionals, Genpact can deliver this “in-a-box" solution either end-to-end or piecemeal, depending on bank preferences
A global financial services company was challenged by a fragmented and disjointed workforce handling chat, voice, and email channels. By optimizing seat utilization and enhancing the team's knowledge levels through multi-skilling across the value chain, agent headcount was reduced by 28%.
A global financial services and tax provider suffered highly seasonal demand compounded by inefficient processes and a high cost to serve. By reducing internal transfers, optimizing call routing, and shifting calls to alternative channels, the company realized a 30% reduction in contact center operating costs, including a $9 million one-time, immediate cost reduction.