Manras Technologies Streamlines Religare Broking's Operations with Salesforce Service Cloud
Customer
Religare Broking Limited, a diversified finance group offering an integrated suite of financial services through their underlying subsidiaries. Their operating entities include loans to SMEs, affordable housing finance, health insurance, and retail broking.
Industry
Financial Services
Product
Salesforce Service Cloud
Services
Salesforce Implementation Services
Location
India
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team@manras.com
Challenges
Religare Broking’s growth and expansion led to a complex operational landscape, characterized by:
- Data Disparity: Customer data was scattered across multiple systems, hindering a comprehensive view of customer interactions.
- Operational Inefficiency: Service executives struggled with accessing and managing information from various sources, leading to longer resolution times.
- Team Disconnection: Silos between sales and service teams hampered collaboration and hindered effective customer engagement.
Solution
Manras Technologies implemented Salesforce Service Cloud for Religare. This cloud-based solution addressed all their pain points and offered significant advantages:
- Unified Customer View: Integration with various backend systems created a Customer 360 view, empowering service teams with complete customer information.
- Knowledge Base Establishment: A centralized knowledge base facilitated faster case resolution by providing service executives with readily available information.
- Streamlined Service Processes: Implementing Service Cloud with Service Level Agreements (SLAs) and Time-to-Answer (TAT) tracking ensured efficient case management at each stage.
- Enhanced Customer Retention: A Customer Engagement module was strategically implemented to foster strong customer relationships and drive upselling opportunities.
- Automated Customer Journey Mapping: Salesforce automatically mapped customer journeys, providing valuable insights into service interactions.
- Customizable Case Management: Customized case lifecycles based on specific customer service products ensured efficient resolution for different client needs.
Outcome
The successful implementation of Salesforce Service Cloud, powered by Manras Technologies, yielded significant benefits for Religare Broking:
- Improved First Response Time: Significantly reduced the time taken to respond to customer inquiries and requests.
- Increased First Call Resolution: Resolved a higher percentage of customer issues during the initial contact, enhancing customer satisfaction.
- Enhanced Operational Efficiency: Streamlined service processes and reduced manual efforts, leading to increased productivity.
- Strengthened Customer Relationships: Improved customer engagement and satisfaction through personalized service experiences.
- Data-Driven Decision Making: Leveraged customer insights to make informed business decisions and optimize service strategies.
Conclusion
By partnering with Manras Technologies and adopting Salesforce Service Cloud, Religare Broking transformed its service operations, achieving greater efficiency, improved customer satisfaction, and accelerated business growth. This case study underscores the power of leveraging technology to drive operational excellence and deliver exceptional customer experiences.