Surveys & Customer Voice

Amplifying Customer Voice with Effective Survey Management in BFSI

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KEY FEATURES
KEY BENEFITS
KEY TYPES
IMPLEMENTATION STRATEGY

In the BFSI (Banking, Financial Services, and Insurance) sector, understanding and responding to customer feedback is crucial for maintaining high levels of customer satisfaction and loyalty. Customer voice and survey management systems enable BFSI institutions to gather, analyze, and act on feedback from their clients.

By implementing comprehensive survey management processes, institutions can gain valuable insights into customer experiences, preferences, and expectations. This data-driven approach allows for continuous improvement of products, services, and customer interactions. Effectively managing customer voice not only enhances customer relationships but also drives innovation and business growth by aligning offerings with customer needs.

Key Features

Integration with CRM

Integrates KYC data with Customer Relationship Management (CRM) systems for a holistic view of the customer.

Advanced Analytics

Offers advanced analytics tools to gain insights into asset performance, utilization, and trends

Real-Time Feedback Collection

Enables immediate capture and analysis of customer feedback

Customizable Surveys

Allows creation of tailored surveys to capture specific customer insights

Multi-Channel Distribution

Distributes surveys via email, SMS, mobile apps, social media, and in-branch kiosks

Actionable Insights

Generates reports and dashboards with actionable insights for decision-makers

Automated Alerts

Triggers alerts for urgent issues or significant trends in customer feedback

Centralized Feedback Platform

A unified system for collecting and managing customer feedback from various channels

Key Benefits

Regulatory Compliance

Ensures adherence to regulatory requirements for customer feedback and satisfaction metrics

Increased Transparency

Demonstrates a commitment to transparency and customer-centric practices

Improved Customer Loyalty

Actively listening and responding to customer needs fosters loyalty and long-term relationships

Continuous Improvement

Regular feedback cycles support ongoing improvement of products and services

Enhanced Brand Reputation

Positive customer experiences and proactive management of feedback enhance brand reputation

Proactive Issue Resolution

Real-time monitoring allows for quick identification and resolution of customer issues and concerns

Enhanced Customer Satisfaction

Personalized offers meet customers' needs, improving their overall experience

Data-Driven Decision Making

Advanced analytics provide insights that inform marketing and sales strategies

Key Types

Customer Effort Score (CES)

Assesses the ease of customer interactions and processes.

Customer Satisfaction Surveys (CSAT)

Measures overall customer satisfaction with products and services.

Employee Feedback Surveys

Captures insights from employees to improve internal processes and customer service.

Event and Webinar Surveys

Evaluates customer experience and satisfaction with hosted events and webinars.

Net Promoter Score (NPS)

Gauges customer loyalty and likelihood to recommend the institution to others.

Product Feedback Surveys

Collects specific feedback on new or existing products and services.

Social Media Feedback

Monitors and collects feedback from social media platforms.

Transactional Surveys

Gathers feedback after specific interactions, such as a branch visit or online transaction.

Implementation Strategy​

Close the Loop

Implement processes to address feedback, resolve issues, and communicate actions taken to customers.

Continuous Improvement

Regularly update the application based on user feedback and technological advancements.

Data Analysis and Reporting

Use advanced analytics to interpret feedback data and generate actionable insights.

Define Objectives

Clearly define the goals and objectives of the feedback and survey management system.

Integration with CRM

Ensure seamless integration with CRM systems to enhance customer profiles and personalize interactions.

Multi-Channel Distribution

Use a variety of channels to reach a broader audience and collect diverse feedback.

Real-Time Monitoring

Implement systems to monitor the performance of cross-sell offers in real-time and adjust strategies as needed.

Survey Design

Design surveys that are concise, relevant, and easy to complete to ensure high response rates.

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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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