Contact Center AutomationBanking & Finance
Bankingdoneright:contactcentreautomationatStandardChartered
Virtuos delivered a large-scale project on KANA Response that brings automation, efficiency and productivity to the bank — the entire credit card service operation runs on it, answering high volumes of email and web queries quickly, consistently and accurately.
Industry
Banking & financial services
Global footprint
1,200+ branches and outlets in 70+ countries
In India
Since 1858 · 100 branches in 43 cities
Platform
KANA Response
The Story
One response engine for the credit card business
About Standard Chartered Bank
Standard Chartered PLC is a British multinational banking and financial services company headquartered in London, England. It runs a network of more than 1,200 branches and outlets in over 70 countries and employs around 87,000 people.
Standard Chartered Bank is India's largest international bank, with 100 branches in 43 cities, and has operated in India since 1858.
The challenges Standard Chartered faced
Email volumes were high, customer response management was decentralised, and reporting and customer analysis were time-consuming. Online banking support costs were high.
Multiple solutions in multiple locations were handling enquiries, and both customer satisfaction (C-SAT) and online adoption rates were low.
The Virtuos approach
At Standard Chartered Bank, Virtuos delivered a major project to bring automation, efficiency and productivity through KANA Response, a state-of-the-art contact centre platform. The entire credit card operation — service and every interaction — is run on the KANA system.
The solution Virtuos implemented is designed to intelligently automate and manage high volumes of inbound email and web queries. Its key features include modules for quick, consistent and accurate email responses, enterprise support for multiple lines of business, and integration with enterprise databases for auto-responses and data exchange.
Modules used
Email management system, response automation tools, secure messaging, knowledge management, and reporting and analytics.
The card business ran on email. Once routine responses were automated and KANA could read the bank's own data, agents spent their time on the questions that genuinely needed a person.
Highlights
More productive agents, happier customers
Agent productivity
A tremendous increase in email response productivity, with better performance monitoring and greater interoperability.
Customer satisfaction
Improved customer satisfaction across digital touchpoints.
Average handling time
A considerable reduction in average call handling time.
With KANA solutions, we are able to meet the challenge of providing the best experience for our customers.
Head of Technology
Standard Chartered Bank
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