Redefining Banking with SlashConnect. Secured 30% boost customer satisfaction and 40% lower operational costs.

Client

Leading BFSI customer in India.

Challenge

In the highly regulated BFSI sector, delivering seamless and secure communication across multiple channels—voice, SMS, email, and chat—was proving difficult. The client, a major BFSI with over 20k agents, faced several pain points.

Solutions

SlashConnect-Cloud Communication Platform

Objective

Enhance customer experience, ensure compliance, and improve operational efficiency across multi-channel communication platforms. Customization as per business requirements.

Challenge

In the highly regulated BFSI sector, delivering seamless and secure communication across multiple channels—voice, SMS, email, and chat—was proving difficult. The client, a major BFSI with over 20k agents, faced several pain points.

Fragmented communication tools leading to inconsistent customer experiences
Regulatory pressure to maintain secure and compliant communication logs
High operational costs due to on-premise infrastructure and multiple vendors
Delayed response times in customer support, affecting satisfaction and retention

The Solution

The Customer partnered with SlashRTC, leading cloud communication provider to deploy SlashConnect a unified cloud communication platform, which integrated seamlessly with their CRM, core application systems, and contact center operations.

Key features included:

  • Omnichannel support: SMS, voice, email, and WhatsApp for Business on a single interface
  • AI-powered IVR and chatbots: Automating routine queries and routing complex ones
  • End-to-end encryption and automatic call recording to ensure regulatory compliance
  • Real-time analytics dashboards for insights into customer behavior and service performance
  • Seamless scalability to handle transaction spikes during peak hours (e.g., financial year-end)
  • Customization Done more than 130 customization for the customer as per business requirements across multiple verticals

The Impact

The transformation was swift and measurable. Within 6 months of deployment:

  • Customer satisfaction scores (CSAT) improved by 30%, thanks to faster and more personalized responses
  • Operational costs were reduced by 40%, eliminating redundant infrastructure and vendor contracts
  • Average response time in customer service dropped from 2 hours to under 10 minutes
  • First-call resolution rate increased by 45%, aided by intelligent call routing
  • The solution ensured 100% compliance with local data residency and audit regulations

This case illustrates how SlashConnect, our cloud communication platforms are not just technology upgrades, but strategic enablers for the BFSI sector. By unifying communication channels, automating customer interactions, and ensuring compliance, the customer was able to future-proof its operations and offer superior digital experiences.

Related Posts