Solutions for the Finance and Banking Industry
Clients
Challenges of Businesses
In the era of the 4.0 revolution, Financial and Banking organizations not only need to focus on enhancing customer experience at every touchpoint but also need to undertake digital transformation initiatives to adapt to the general trend. Some challenges that Financial and Banking organizations may encounter include
- Large number of customers across multiple channels
- Encountering drawbacks in managing access permissions to the CRM system and allocating data to departments or partners, due to high data security requirements, leading to the necessity of purchasing scattered and difficult-to-manage data
- Lack of a unified, comprehensive reporting system
- Lack of integrated interactive solutions and multi-channel customer management. Interaction is overlapped, repeating the same needs with customers, resulting in poor customer experience
Solutions from Bell24VN
CRM system integrated with tailor-made call center
Building a CRM system integrated with a multi-channel call center, customized to fit the entire business process or dedicated to certain departments without access to the core CRM due to security policies. This system can be used for data transfer/reporting from the core CRM (customizable). Additionally, with an Omnichannel platform and various automated interaction modules, the system will significantly enhance the productivity of Sales and Customer Service teams in Financial and Banking businesses
Process optimization
- Departments are all shared and jointly using data
- Data is uniformly updated across all departments (Customer journey management, knowing which employees have recently interacted)
- Applying RPA to automate pre-defined tasks based on predefined criteria
- Complying with enterprise security principles
Increasing productivity
- Managing and caring for customers according to schedule, automatically categorizing based on predefined criteria, then applying RPA to customer service and sales processes (Auto SMS, Happy call, Up-cross sale…)
- Automated features increase efficiency: Automated outbound calling with Auto call IVR, Auto dialing, Chatbot
- Assigning unique leads to specialized personnel
Effective management
- Saving a lot of time on managerial tasks such as control, reporting, analysis
- Detailed reports, understanding employee productivity, SLA, revenue. From there, make decisions and calculate headcount numbers
Enhancing the experience
- "Dịch: Integrated multi-channel interaction at every customer touchpoint (Call, Website, Social media, OTT, SMS, Mail..)
- Understanding the customer journey, reducing overlapping and repetitive interactions, thereby enhancing the experience
Solutions for the Finance and Banking Industry
Outsourcing Call Center Operations
A comprehensive call center operations solution covering pre-sales, sales, and post-sales processes for projects in Banking, Credit Cards, Loans, aimed at increasing sales efficiency and delivering exceptional customer experiences
USP
Insourcing Call Center Operations
High-quality Call Center Operations Solution helps businesses
- Care, interact, and provide information to customers to enhance the experience at every touchpoint
- Collecting information, categorizing, and promptly directing customers to the appropriate specialized department (such as service feedback, internet banking support, account opening, credit card service advisory,...)
- Proactively calling customers to remind them of payments, fees, etc
- Enhancing customer loyalty with regular customer care solutions, VIP customers
Minimize
42%
Turn-over rate
Ensure to
95%
SLA, Target, KPI
Ops
24/7
Including holidays
ICT SLA
99%
Stable system
Ensure to
100%
data security
Growth
65%
in revenue
E-KYC Solution
A 100% online customer identity verification solution using OCR (Optical Character Recognition) technology and customer verification via video call, helping to shorten verification time, save costs, assess and monitor risks, prevent illegal fraud. This enhances the efficiency of banking operations
- Open a bank account
- Open a credit card
- Apply for a loan
- Purchase an insurance package
- Other
Mystery shopping service
"This is a solution that helps businesses gain an objective, accurate view of service quality, business processes, and personnel quality that the enterprise possesses. Bell24 Vietnam executes this by acting as a customer to experience and evaluate the touchpoints of the business with customers from the perspective of a real customer. Secret customer services can be deployed across multiple channels (Offline, Online, Call)
- Experience and evaluate the quality of service counters (Processes, tellers, cleanliness & layout of service counters)
- Experience and evaluate online channels, call centers (Online customer care, call center staff, live bank experience)
Training service
Advanced skills enhancement course
- Provide high-quality, in-depth training sessions for Sales and Customer Service staff, helping employees enhance communication skills, customer service mindset, problem-solving abilities, and assisting in resolving and soothing customer concerns
- Gia tăng hứng khởi, sự yêu thích của nhân viên với công việc hiện tại và lòng tin yêu vào doanh nghiệp
LMS system
- An easy-to-use, scientific, and intuitive online learning and training system, where learners can study anytime, anywhere
- Digitizing training programs within the enterprise
- Assist in deploying synchronized training for branches, service counters, collaborators... without consuming excessive resources or costs
- Rapid application. Purchase or rent the system and receive educational content worth up to 36 million VND as a bonus
About BSV
Why us?
- Deep understanding of the Finance - Banking industry
- Comprehensive solution, closely following business processes
- High flexibility according to each period
- Optimal cost
- Vietnam's number 1 digital operating experience with over 200 projects
