Enquiry Management

In the BFSI (Banking, Financial Services, and Insurance) sector, enquiry management is a critical component of customer service front office activities. Efficiently handling customer enquiries ensures that clients receive timely and accurate information, which is essential for maintaining trust and satisfaction. Enquiries can range from simple account information requests to complex product details and service clarifications.

By implementing an effective enquiry management system, BFSI institutions can streamline the process of receiving, tracking, and responding to customer queries. This not only improves customer experience but also optimizes the workflow for customer service representatives, ensuring a more organized and responsive service environment.

Key Features

Real-Time Tracking

Allows customers to monitor the status and progress of their service requests in real-time

SLA Management

Ensures service requests are resolved within predefined timeframes to meet service level agreements

Customer Notification Management

Keeps customers informed through automated updates at each stage of the service request process

Escalation Mechanism

Automatically escalates unresolved service requests to higher management if SLAs are not met

Knowledge Base Integration

Provides customer service representatives with access to a comprehensive knowledge base to respond to enquiries accurately

Multi-Channel Support

Accepts service requests through various channels, including phone, email, chat, and social media

Automated Response System

Immediate acknowledgement of enquiries to assure customers their questions are being addressed

Centralized Enquiry Portal

A single platform for logging and tracking all customer enquiries

Key Benefits

Operational Efficiency

Streamlined processes and targeted efforts reduce waste and optimize resource allocation.

Improved Compliance

Ensures adherence to regulatory requirements for service request handling

Valuable Insights

Detailed analytics help identify common service issues and areas for improvement

Timely Resolutions

SLA management ensures service requests are resolved within agreed-upon timeframes, enhancing reliability

Proactive Management

Escalation mechanisms ensure critical issues are addressed promptly by higher management

Customer Engagement

Notification management keeps customers informed, reducing uncertainty and increasing transparency

Brand Reputation

Demonstrates a commitment to excellent customer service, improving the institution’s public image

Enhanced Customer Satisfaction

Personalized offers meet customers' needs, improving their overall experience

Key Types

Account Information

Questions related to account balances, transaction history, and account management.

Branch and ATM Locations

Information on the nearest branch or ATM locations and their services.

Interest Rates and Charges

Queries about current interest rates, fees, and charges for various services.

Policy and Compliance

Questions regarding banking policies, regulatory compliance, and legal requirements.

Product Information

Requests for details about banking products, loan options, investment services, and insurance policies.

Service Requests

Enquiries about the status of service requests or assistance with specific service issues.

Technical Assistance

Help with online banking, mobile apps, and other digital services.

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Microsoft Dynamics 365 Business Applications encompass a suite of powerful tools designed to streamline various aspects of business operations. Dynamics 365 Customer Engagement (CE) focuses on enhancing customer relationship management through integrated applications for sales, customer service, marketing, and field service. It excels in scalability, flexibility, and integration capabilities, allowing organizations to tailor solutions to their specific needs. In tandem, Dynamics 365 Finance & Operations (F&O) offers robust financial management and operational capabilities, supporting complex financial processes, supply chain management, manufacturing, and human resources. Dynamics 365 Business Central further extends functionality with comprehensive ERP capabilities tailored for small to medium-sized enterprises, encompassing financial management, supply chain, sales, and service management. Partnering with specialized firms like Cubic Information Systems in the Banking, Financial Services, and Insurance (BFSI) sector enhances the power of these applications. Cubic Information Systems leverages its expertise to customize Dynamics 365 Business Applications, ensuring seamless implementation and optimization of CRM, ERP, and operational processes specific to BFSI regulations, customer engagement, and operational efficiency. This collaboration empowers organizations to achieve greater agility, compliance, and customer satisfaction within the BFSI industry.

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Enquiry Management

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