CX Transformation · Banking & Finance
AcustomerexperiencetransformationforTVSCreditServices
Virtuos implemented Oracle Service Cloud for TVS Credit Services — with a digital experience portal used by more than 2.8 million customers, a dealer portal used by over 10,000 TVS dealers, and a Customer Engagement Hub that brings data from more than ten back-end systems onto one screen.
Industry
Non-banking finance (NBFC)
Group
TVS Group — 100 years, $6 billion
Platform
Oracle Service Cloud
Channels
Phone, email, chat, portal and social
The Challenge
No single view of the customer
TVS Credit Services is part of the 100-year-old, $6 billion TVS Group, and is registered with the RBI as a non-deposit-taking non-banking finance company (NBFC). It is ranked the number one retail financier for TVS Motor Company Limited (TVSM).
TVS Credit Services aims to give customers efficient, speedy service through simple processes and a robust IT platform.
But it had no 360-degree view of the customer and no centralised solution, and customers had no self-service options. It needed a robust cross-sell database and end-to-end customer lifecycle management — and wanted to delight customers at every touchpoint.
Our Approach
Service, self-service and a single screen
Unify
Virtuos implemented Oracle Service Cloud to manage TVS Credit's processes efficiently and improve customer experiences. It monitors large volumes of service requests and complaints from phone — with computer telephony integration — email, chat and social channels.
Route
Smart routing sends requests and complaints to the relevant users across teams, cutting the lag of manual assignment and with it the overall average handling time. SLAs and escalation management keep every case on track.
Deflect
A one-stop customer portal, a portal for TVS dealers, mobile apps for customers and dealers, and social customer service on Facebook give customers other digital channels — deflecting calls and reducing operating costs.
Connect
A Customer Engagement Hub (CEH) handles customer queries efficiently and raises first-call resolution, bringing data from more than ten back-end systems into a 360-degree customer view on a single screen — with knowledge management and agent live assistance.
Highlights
Digital service at scale
We brought data from more than ten back-end systems onto one screen. When an agent can see the loan, the repayments and every past conversation together, more questions get answered on the first call.
Amarinder Singh
Senior Director, Virtuos
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