Company: SBI Cards and Payment Services Limited, Gurgaon, India
Company Description: SBI Cards and Payment Services Limited is a non-banking financial company that offers extensive credit card portfolio to individual cardholders and corporate, the brand has a wide base of over 15.17 million cards in force. It has diversified customer acquisition network that enables to engage prospective customers across multiple channels. SBI Card is a technology driven company.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Back-Office Customer Service Team of the Year - Financial Services Industries
 Nomination Title: SBIC CS Backend Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 188 words used.
SBIC CS backend team manages bouquet of activities such as Offer fulfillments, curating of accounts, manages marketing partners and attends to customer requests for processing refunds, bureau updates, account reactivation, zeroization and transactions dispute management to provide holistic solutions that enhance customer experience along with securing and sustaining customer trust in the organization.
Amidst the ever-dynamic blueprint of organizational growth, the pledge to deliver an exceptional rewarding experience from beginning to end remains our guiding principle.
- Avg ~2 Lakh Service requests are processed per month & 43 Cr SMS/emails processed with 99% process accuracy with an average productivity of 120%.
- 40% reduction in Time to Service for resolving requests & complaints- 97 Percentile on Time To Service @ 4 days
- 86% reduction in complaints through first time right response and fixing process defects, maintaining key task checklist at individual level, process automations through On Call Resolution & Periodic review of content & TAT on Website
- Customer disputes are resolved with 100% accuracy and 99% customers are given transaction reversal in less than 10 days and 97% disputes are resolved in 90 days against network TAT of 120 days.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 246 words used.
Improved Accuracy & Customer Focus
- Revamp of Complaints Workflow by validated referrals led to a 60% Reduction in Customers Complaint
- 5 New Product Launches supported contributing to 23% Overall Sourcing along with 1300 Offer Fulfillments, Fulfillment Initiation through on call resolution with 100% Accuracy
- Simplified Complaint Management through Error Proofing of Offer Tagging and 10 New Workflows added which led to reduction in 86% Offer Fulfillment Complaints for increasing CSAT.
Cost Benefit
- Issuance of Temporary Credit against Disputes by restricting Open to Buy Limit reduced Business Exposure of ~2 Crs per Month
- Funds received from Partner and credit given to the customers simplified through Auto Knock Off led to savings of ~1.5 Crs pm
- Reward Point forfeiture Implementation for Cashback & Instant Discount led to Annual Savings of ~53.8 Cr
- 100% Accuracy for 132% increase in Volume related to Offer Fulfillment with benefit of ~158 Cr in Q2 vs ~68 Cr in Q1 and reducing the SLA from 3 Days to 1 Day
Customer First & Customer Protection
- Implemented Digi Locker - an Industry First Initiative giving the customer the ease to update his mobile number and email id via online channels.
- Launch of OTP based processing for all Financial Processes like Card Upgrade, Flexipay Booking, Card Reinstatement and Reissuance empowering customer with Secured Processing.
- 80% Reduction in Backend Referrals through Process Automation and converting them to ON Call Resolution Processes leading to Faster & Real Time Resolution from 7 days to 1 Day
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
SBI Cards and Payment Services Limited is a non-banking financial company that offers extensive credit card portfolio to individual cardholders and corporate clients which includes lifestyle, rewards, travel & fuel and banking partnerships cards along with corporate cards covering all major cardholders’ segments in terms of income profile and lifestyle.
SBI Card was launched in October 1998 by State Bank of India, India's largest bank, and GE Capital. In December 2017, State Bank of India and The Carlyle Group acquired GE Capital's stake in the company. SBI Card is headquartered in Gurugram, Haryana/Delhi NCR
Presently, the brand has a wide base of over 15.88 million cards in force. It has diversified customer acquisition network that enables to engage prospective customers across multiple channels. SBI Card is a technology driven company.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 193 words used.
In the backend process, accuracy and speed are key defining factors for driving better customer experience. We at SBI card are continuously adapting ourselves through process improvements and automation initiatives.
- Real Time Response and document follow up with the customer through BOT Processing.
- Automation of Unsettled transaction dispute request processing. The Unsettled transaction disputes, where the settlement has been received are auto parked in chargeback’s queue for processing thus reducing manual intervention.
- Launched reward redemption e-code resend process through RPA. Benefits- Processing TAT reduced from 3 days to 1 day (same day processing), Removal of dependency on partner GUI as resend requests are now processed through API. Easy to Scale-up: On demand increase in processing to support inflated volume in reward redemption e-code resend request.
- 1300 offer communications rolled out across organization through SMS & emailer to speed up the retail spends.
- Increase in resolution speed for Marketing & Cobrand CCRP related complaints with 100% accuracy. Employee ESAT plays a huge role in continuously drive process improvements and building a positive team spirit with a sense of ownership. We continue to develop our employee through professional skills training and by driving employee engagement.
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