Service Requests Management

In the BFSI (Banking, Financial Services, and Insurance) sector, effective service requests management is essential for providing exceptional customer service and maintaining operational efficiency. Customers may need assistance with a wide range of issues related to banking products, financial services, or insurance policies. Managing these service requests promptly and accurately is crucial for ensuring customer satisfaction and loyalty.

By implementing a comprehensive service requests management system, BFSI institutions can ensure that inquiries and issues are addressed swiftly. This system should include features such as real-time tracking, automated notifications, SLA adherence, and escalation protocols to optimize service delivery and support.

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

Multi-Channel Support

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

Automated Acknowledgement

Immediate confirmation of service request receipt to assure customers their issue is being processed

Centralized Service Requests Portal

A unified platform where customers can submit and track their service requests

Comprehensive Analytics

Provides detailed reports and insights on the types and frequency of service requests

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 Management

Managing relationships and interactions with existing customers.

Card Services

Card issuance, PIN changes, and blocking/unblocking cards.

Fraud and Security

Disputes involving suspected fraud or security breaches.

Insurance Claims

Disputes related to insurance claim processing and payouts.

Investment Services

Proposing investment products like mutual funds or retirement plans to customers with existing savings accounts or fixed deposits.

Loan Inquiries

Information on loan applications, status updates, or repayment issues.

Technical Support

Help with online banking, mobile app issues, or other digital platform problems.

Transaction Issues

Resolving problems related to deposits, withdrawals, or transfers.

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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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Service Requests Management

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