How we helped Deloitte helped the bank conduct a global assessment of its existing customer service operations. Then we made detailed recommendations on ways to improve. It had thrived by allowing its local transaction services operations to function independently and tailor their services to local needs.
Reduce complexity through simplified service processes that are standardized across geographies and aligned with strategic customer segments.
Reduce manual processing through automation of critical tasks. Although local business practices remained important, clients were increasingly demanding more consistent processes and service, and a global view of their transactions.
The fundamental problem was that the business had outgrown its customer service model and information systems. After an in-depth analysis of business needs and regional variations in systems and processes, our team helped the bank develop a vision for the future and provided specific recommendations on ways to: However, a client survey showed that customer satisfaction had fallen behind the competition in some areas.
This forced many customer service representatives to resort to paper-based processes, which took up to six times longer and deprived the bank of crucial visibility into ongoing work. The recommendations were supported by a prioritized roadmap of strategic changes that would help achieve global standardization, as well as a business case that showed the required investments and expected benefits.
The organization is now able to resolve customer issues much more quickly. Against this backdrop, a number of recommended improvements have been implemented, which have reduced response time by up to 30 percent and increased productivity by more than 20 percent.
But as the business became more global, these country-specific silos led to inefficiencies and delays, especially when providing clients with a global view of their operations. Also, 30 full-time employees that were previously dedicated to producing reports have been redeployed to higher value service tasks.
It showed just how different the customer service practices in each region really were. A newly deployed global system for tracking customer issues was harder to use than the systems it replaced and did not reflect the realities of local markets.
The bank has a significant global presence. Improve response times through system and process improvements that enable faster analysis, status tracking, and problem resolution for service requests. In particular, the survey revealed that the bank was hard to do business with, and that customer service representatives were taking too long to address issues.
It can manage the workload with fewer customer service staff.Customer Satisfaction Case Study: The Links Between Telework and Customer Satisfaction October 3 Introduction With the continuing increase in telework, the customer service while in a mobile work environment.
• Establishlinks betweenemployee satisfaction(e.g. Q12 surveys). satisfaction where the analysis and measurement on customer satisfaction are conducted against as follows: 1.
Quality of service in banking company towards the customer satisfaction. A Study On Customer Satisfaction Of Commercial Banks:Case Study On State Bank Of India Amruth Raj Nippatlapalli Business Management,killarney10mile.come,Vikrama Simhapuri University,India Customer service is the provision of service to customers before, during and after a purchase.
According to. Read this essay on N Analysis of the Customer Satisfaction: a Case Study of Bank Service.
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Only at killarney10mile.com". How Edinburgh Trams keep on track 9th May Dean Anderson, Customer Experience Manager at Edinburgh Trams discusses why benchmarking his organisation's performance against others drives higher levels of customer satisfaction and service.
Download Citation on ResearchGate | AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE | This study focuses on how to measure the customer satisfaction in the service industry.Download