Built on Salesforce Service Cloud, Customer Connect 2.0 is HDFC Limited’s customer service and engagement platform that empowers 4,000+ service agents to achieve service excellence through prompt communication.
The platform acts as the backbone for all customer interactions and will also be used for omni-channel servicing across touchpoints - including the web portal, mobile app, customer servicing emails, call centre, and modules used during service centre visits.
Customer queries and requests are captured on the platform for optimal visibility. At the click of a button, agents can visualise all customer and loan data on a single screen.
“With Customer 360 and Loan 360, we have complete visibility into customer interactions and loan details, which helps us resolve queries faster and smarter,” says Singh. “Customers leave each interaction satisfied.”
HDFC Limited now closes an average of 6,000 applications per day. Follow-up emails from the customer are seamlessly threaded to the original case. This has helped lower the number of monthly cases by 40%. The resolution turnaround time (TAT) has also reduced significantly.
Service productivity has improved as well. Tools like Salesforce Einstein help agents read and categorise emails faster. In fact, within a few weeks of automatic email classification, service efficiency increased by 30%.
“Earlier, agents spent all their time managing service requests,” recalls Karnad. “But now, with workflow automation, the team is freed up to innovate around key challenges. They look at aspects like how to pre-empt and prevent common customer issues, how to design a customer service portal, and what to include on our service mobile app. Essentially, the team is shaping the future of service.”
Through data analytics, service branch owners can manage workloads and make decisions more efficiently. Powerful dashboards help them identify which cases can be resolved through customer self-service or closed in the first attempt through automation. Executives, in turn, have a centralised command centre view to visualise and monitor service performance.
“We want to make loan management so seamless that eventually, there won’t even be a need for customer service,” says Singh.