Crm in Icici Prudential Life Insurance
Prudential ICICI has powered a major CRM drive, and is looking to build a completely automated system, which will enable the customer to virtually �’serve himself’.
The project has been tagged as a �’Self Service Monitor’ solution, that will run 24×7, removing a substantial load from the company’s call based support center. �’Self Service’, will effectively allow customers to log on to Prudential ICICI’s website remotely, and check the complete status of their complaints, without going through the complications of dial in support.
Speaking to CXOtoday, Kalyan Prasath, VP-IT, Prudential ICICI, said, It’s been six months since we purchased Talisma, and we are looking to completely revamp our existing CRM infrastructure. Currently, there is no single repository for archiving data exchanged during customer interaction. Telephonic conversations of customers and agents were not being recorded, because of which there was no historic data that agents could fall back on to understand the status of repeated complaints. With Talisma, these bottlenecks are all set to become history. All forms of customer interaction, including emails and snail mails, will be fed into the CRM either directly or indirectly (for e.g. using a scanner to feed forms into the database).
So why did Prudential ICICI choose Talisma instead of Siebel? Prasath replied, Purchasing Siebel would have been an �’overkill’, as we were not looking for a full-fledged CRM. Talisma is really cost effective, and we have saved atleast 40-45 % by opting for it instead of Siebel. Moreover, another comfort factor was that Talisma has a development center based in India. Their support processes are completely transparent, and they even allow us to monitor problem resolution time.
Detailing the infrastructure that powers the CRM, Prasath said, A four-way Xeon server based on Windows 2000 Advanced Server (AS) powers the CRM along with Citrix MetaFrame Access Suite. We have just finished clustering the database for
The project has been tagged as a �’Self Service Monitor’ solution, that will run 24×7, removing a substantial load from the company’s call based support center. �’Self Service’, will effectively allow customers to log on to Prudential ICICI’s website remotely, and check the complete status of their complaints, without going through the complications of dial in support.
Speaking to CXOtoday, Kalyan Prasath, VP-IT, Prudential ICICI, said, It’s been six months since we purchased Talisma, and we are looking to completely revamp our existing CRM infrastructure. Currently, there is no single repository for archiving data exchanged during customer interaction. Telephonic conversations of customers and agents were not being recorded, because of which there was no historic data that agents could fall back on to understand the status of repeated complaints. With Talisma, these bottlenecks are all set to become history. All forms of customer interaction, including emails and snail mails, will be fed into the CRM either directly or indirectly (for e.g. using a scanner to feed forms into the database).
So why did Prudential ICICI choose Talisma instead of Siebel? Prasath replied, Purchasing Siebel would have been an �’overkill’, as we were not looking for a full-fledged CRM. Talisma is really cost effective, and we have saved atleast 40-45 % by opting for it instead of Siebel. Moreover, another comfort factor was that Talisma has a development center based in India. Their support processes are completely transparent, and they even allow us to monitor problem resolution time.
Detailing the infrastructure that powers the CRM, Prasath said, A four-way Xeon server based on Windows 2000 Advanced Server (AS) powers the CRM along with Citrix MetaFrame Access Suite. We have just finished clustering the database for