If you’re a banking customer, you’ve probably used a product created by Intellect Design Arena. The Chennai-based fintech company supports more than 10 million transactions a day in 91 countries, with cloud-native solutions for basic banking, transactions, risk, treasury, and insurance.
Intellect doubles its customer base almost every year. Today, more than 260 financial institutions rely on Intellect’s digital technologies to keep their customers connected around the clock, every day of the year. Needs to be measured to keep pace with growth, we see automation as a way to build operational resilience and to complement strong in-house IT support operations.
Requires a new approach
Our entire company is committed to enhancing the customer journey so that customers can make smarter decisions. This philosophy was led from above by Chief Executive Officer Arun Jain, a design thinking evangelist who promotes tremendous potential for design skills to lift individual and organizational performance.
Employees provide 24/7, omni-channel IT support through a virtually manual help desk system to keep pace with the always-on and authentic data-based organizational culture.
Help desk agents handle customer issues logged via phone, web form, email, and chat, with multiple processes for different business units. This presented a huge opportunity to develop digital solutions, improve routing, and embed end-to-end call tracking.
Integration of processes for efficiency
To leverage valuable data and analytics and improve service delivery and customer satisfaction metrics, we implemented ServiceNow Customer Service Management (CSM). This helped us center the global help desk on a single cloud platform, integrating hundreds of processes using connected workflows.
Now, we can clearly track every step from the moment a customer contacts the help desk until resolution. Everything happens in one place. Because it’s cloud-based, system availability is always on, and our uptime scores are very good. So far, we have successfully onboarded over 200 customers on the Now Platform.
Benefits of integration
ServiceNow helped us seamlessly integrate our technology stack into other DevOps and contact center systems. With the Now Platform, we were able to remove the loopholes between our product development teams and IT service management processes.
ServiceNow integrates trouble tickets raised through Atlassian’s Jira tool and automatically assigns them to the appropriate technology experts charged with fixing our customers ’infrastructure or application issues.
Full stack integration has also streamlined our voice services using the current AWS Connect app. When someone calls one of our toll-free numbers, regardless of country, the customer is routed correctly, and the ticket is raised on the Now Platform.
End-to-end visibility
Another big win is that the platform could expose vital contractual data, allowing agents to instantly identify and verify if a customer is not in the contract.
Previously, it was time consuming for the help desk team to check if a customer had an expired contract before raising a ticket. Now, we have the start and end dates of each customer’s contract registered within ServiceNow, and the verification is automatic. This resulted in increased revenue, which Intellect directly attributed to the visibility of the contract.
Service-level agreement (SLA) alerts are now triggered. It helps the IT team prioritize, expedite, and resolve issues to maintain a 100% rating.
With customized dashboards that offer end-to-end visibility into any process or service, agents have in their hands the information they need to deliver higher quality service at scale. We also close each ticket using an automated survey so agents can gather and act on feedback.
Reaping positive results
Today, Intellect’s customer help desk is a modern cloud customer engagement platform that delights customers with the same seamless, intuitive experience its banking products offer. Customer satisfaction metrics are constantly being tracked upwards now that customers can clearly see their case status and monitor progress.
We’ve logged over 17,000 cases on the ServiceNow system since going live, and the results speak for themselves. We resolve issues before customers even know they have them, and employees are more productive and engaged than ever before.
Learn how ServiceNow Customer Service Management can help your organization boost efficiency.
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