Ovex Case Studies

CRM Implementation for a Public Sector Bank

Assignment Description:

A public sector bank of Pakistan wanted a CRM solution to manage customer interactions and complaint management. A specific requirement was to create multiple projects with CRM, with every project requiring its own customized workflow.  With Omni-channel (multiple customer contact platforms) support consolidated into one CRM platform.

Objectives of Outsourcing:

This development required working with myriad of technologies to integrate multiple platforms in one application. One user interface to manage all customer interactions and facilitate first call resolution mechanism in place, a specialized focus, yet diverse technology stack was needed. This was necessary to keep track of all customer interactions and ensure none of the customer complaint is left un-attended.

Solution:

Ovex used its custom developed CRM as base platform to enhance its functionality to meet the requirements of the bank. Capability to create multiple projects and queues was extended to meet the needs of the bank for its marketing, customer services and product activation departments. With multiple queues for new products and services, customer complaints and queries, each interaction needed to be tracked but consolidated to create a great customer experience.

Ovex CRM sets up multiple channels to address varied customer interactions, incorporating criticality of the interaction. A real-time dashboard with detailed reporting helped management stay on top of every customer interaction.

Value Added:

Ovex helped incorporate operational complexity into one platform, taking care of every interaction and simplifying it into one application, with great supervisory features to manage a large-scale operation. The result has been overwhelming great customer support leading to enhanced service delivery through increased transparency which has resulted in greater accountability for all of its queues.

Technologies Used:

  • PHP
  • Angular
  • Code-Ignitor
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