Customer’s background
Baroda Global Shared Services (BGSS) Bank is a leading name in the banking sector that has built its reputation for providing a variety of financial services that cater to the diverse needs of its clientele. Established several decades ago, BGSS Bank has become a household name, trusted by millions of customers for its reliability, innovative solutions, and customer-centric approach.
With a substantial presence across various regions, BGSS Bank's operations are supported by a large field sales team that plays a crucial role in customer acquisition and service delivery.
Customer’s Needs and Goals
BGSS Bank recognized an opportunity to enhance its already successful field sales operation by improving scalability, efficiency, and security. They approached us at 1Channel to explore solutions to optimize their strengths.
Here’s a breakdown of the issues or pain points that the client approached us with:
1. Streamlined Lead Management - BGSS Bank sought a more efficient system to track leads throughout the sales funnel, maximizing conversion rates and overall sales performance.
2. Simplified Leave and Incentive Management: This involved the requirement for managing daily leave requests, claims, and incentives for their existing field team. BGSS Bank aimed to implement a more streamlined system to increase accuracy and boost team morale, ultimately leading to higher productivity.
3. Enhanced Real-Time Visibility: Implement solutions to gain real-time insights into field operations, enabling the bank to make data-driven decisions and intervene proactively when needed.
1Channel's Approach to Solving the Problem
Following a thorough analysis of the client’s pain points and understanding the loopholes that were creating the issue in the first place, 1Channel’s team devised a comprehensive resolution to solve the complications thoroughly.
1. Identifying Pain Points and Customising the Solution: To offer a sustainable and tailored resolution, our team first conducted a thorough analysis of BGSS Bank's operations to identify the root cause of the problem. Beyond understanding that the issues were localized around lead management, leave, and incentive management, we also realised that the bank lacked flexibility and security in field operations.
2. Comprehensive Lead Management System: The first step towards fixing the issues was addressing the lead management problem. 1Channel proposed a robust solution that tracked the entire lifecycle of a lead. This system included:
- Since lead generation is quintessentially one of the most important parts of lead management, we implemented automated tools and solutions for capturing leads from various sources, ensuring no opportunity was missed.
- Next, a structured process was implemented to engage and nurture leads through personalised communication and timely follow-ups. This particular step made all the difference.
- The final step in 1Channel's lead management system involved monitoring each lead's progress, ensuring a smooth transition from prospect to customer.
3. Streamlined Leave and Incentive Management: Given the extent of the operations that BGSS Bank undertakes, it involves a large ground fleet that requires an efficient system for handling daily claims, leave, and incentives.
Here’s what we implemented:
- Claims management was a very important need for the bank’s operation, so we introduced an automated and more comprehensive system for submitting and approving daily claims, reducing manual errors and processing time.
- Given the importance of proper leave management regulation for the smooth operation of the bank, we also implemented a centralized platform for tracking leave requests and approvals, ensuring transparency and consistency among the teams involved.
- Lastly, we also worked on implementing an incentive tracking mechanism to calculate and disburse incentives based on predefined criteria, motivating the sales team to perform better.
4. Ensuring Flexibility and Security: The last but not the least was to ensure that all the implemented solutions were flexible and secure. For this, we incorporated the following:
- One of the most positive outcomes of these comprehensive solutions was the real-time visibility. This involved dashboards and reporting tools that provided the designated teams in the bank with updates about field operations, ensuring streamlined decision-making within the teams.
- With banking solutions, the vitality of robust security protocols for protecting sensitive data doesn’t require any additional introduction. Our solutions were targeted at implementing proper security solutions to safeguard customer information.
- The solution was designed to scale with the bank's growth, allowing for the seamless addition of new team members and regions.
Overall, 1Channel’s approach to every pain point of the BGSS Bank was targeted toward creating a comprehensive resolution that was flexible and tailored to the individual needs of each team in the bank.
Outcome: Benefits and Future Prospects
Following are a few of the most notable benefits that BGSS Bank has experienced following the implementation of 1Channel’s comprehensive resolutions:
1. Enhanced Operational Efficiency: BGSS Bank experienced a significant improvement in operational efficiency due to the comprehensive real-time visibility into its lead management process. With every lead acquired and nurtured along the way, the structured planning has helped the bank achieve a higher lead conversion rate.
2. Improved Productivity and Team Morale: The streamlined leave and incentive management system greatly improved productivity and team morale. The automated and comprehensive solutions helped the field sales team divert their focus on the core activities without worrying about administrative tasks.
3. Scalability and Flexibility: The solution's scalable and flexible nature allowed BGSS Bank to expand its field sales teams effectively. The real-time visibility into operations enabled management to make informed decisions and adapt quickly to changing market conditions, ensuring sustained growth and competitiveness.
One of the major highlights or outcomes from our resolution is that BGSS Bank was above to close 1500+ total users across their platforms. The numbers were pretty impressive, given that it happened in a short period, right after the successful implementation of the proposed resolutions by 1Channel.
Looking into the Future
The success of this project has laid a strong foundation for future collaborations between BGSS Bank and 1Channel. Given the positive outcomes that the collaboration has yielded from the get-go and in such a short span of time, it's safe to assume that there could be potential future initiatives that the bank could embrace, too, including Customer Relationship Management (CRM) Integration and mobile Accessibility, to name a few.
In conclusion, the partnership between BGSS Bank and 1Channel has resulted in a highly successful transformation of the bank's field operations. The comprehensive, data-driven approach taken by 1Channel addressed the bank's initial challenges and positioned them for sustained growth and success in the future.
