Introduction:
For customer servicing app, there are a lot of existing loan details to be provided to the customer which can be viewed. The client also wanted the customer to have a provision to view the EMI payments made and make any pending/missed payments or advanced payments. Also, a mechanism to raise a service request which can be addressed by the company representatives was needed.
Business Challenge:
In the customer service app, customer’s existing loan details need to be displayed along with convenient payment options and provision for customer to raise service requests. To create the customer service app below are the business challenges -
- Data to be displayed to the customer is distributed within LOS (Loan Origination System) and LMS (Loan Management System).
- Any ongoing loan details and status to be pulled from LOS and existing loan details to be pulled from LMS, needed API integration with the internal systems with different set of data.
- For payment option, integration was required with payment gateway giving options for card payment, net banking and wallet payment. Also, the status had to be updated real time after the payment is made.
- Quick resolution of customer service request was required, for which there was no mechanism earlier. Integration required with the existing CRM system with real time updates.
Solution:
Recognizing the need for a comprehensive solution, the division did an extensive analysis of client’s existing systems.
- Building a customer servicing app which can be accessed by the customer with mobile number and OTP.
- Integration of Customer Servicing App with the existing systems LOS, LMS and CRM.
- Integration of the app with payment gateway.
- Real time updates with API integration.
- Integrated User experience for customer with well-designed modern UI.
Highlights of the solution:
- Multiple API integrations were done with the existing systems to fetch loan details, payment details, payment schedule, payment update, raise service requests, update service requests, comments and status.
- Responsive and intuitive UI design was adopted which helped all type of users to have easy access to the customer servicing app and give user a great experience.
- App was made available for download on Play store and App store . Native rendering of login page and PWA solution was provided.
Impact:
Providing a customer service app to the existing customers enhanced customer experience and satisfaction along with the following benefits
- Enhanced communication – Facilitated real-time communication between customers and support teams, improving response time.
- Cost-effective – Reduced operation cost by minimizing the need for extensive human resources for basic work and by automating certain common tasks.
- Self Service options – Empowered customers to find solutions through FAQs and standard request options improving overall customer experience.
- Centralized information – Storeed customer integration and information in one place, allowing for better tracking and personalized service.
- Scalability – Adapted to growing customer needs without significant additional investment.
