About HDFC Bank
Headquartered in Mumbai, HDFC Bank Limited stands as a prominent Indian banking and financial services institution. As of August 2023, it holds the distinction of being India’s largest private-sector bank in terms of assets and ranks as the world’s fifth-largest bank by market capitalization. This positioning is a result of its acquisition of the parent company HDFC.
The Challenges
- Support services for Service Cloud implementation.
- Location-wise visibility of customer cases getting created.
- Different surveys are sent to the customer and their respective feedback.
- Working on day-to-day issues L1 and L2 teams face during their day-to-day activity.
- The system is not in sync with other platforms which is integrated with Salesforce.
- Implementation of Lead Management system in Salesforce as per their business process.
- Implementation of Loan Management system in Salesforce.
What did we do
Solution
- A deployed support team that works on L3 and L4 tickets raised by the HDFC Team.
- Defining SLA for resolving the L3 and L4 tickets.
- Introducing different automated services that will reduce the L1 & L2 tickets for the Salesforce users.
- Ensure seamless sync between different platforms by improving the integration process identifying errors coming daily and getting them resolved by appropriate teams.
- Setting up daily monitoring activity to ensure smooth process flow.
- Optimization of the Salesforce instance to ensure the health of the organization.
- Connecting with businesses to understand the exact requirements for new implementations and working on designing the optimized solution.
Result
- Reduce the number of L1 & L2 tickets for the HDFC users.
- Smooth case closer for the customers.
- Getting good feedback on the survey and increasing customer satisfaction.
- Increasing user productivity by providing the required information in a single screen for the users to tackle the scenario.
- Better visibility for management at any issues.
- Less time for the loan process.
