In the world of banking, where every second counts, delivering an exceptional customer experience is paramount. This is the story of how we at Ashnik embarked on a journey to enhance customer experience (CX) for a leading private sector bank in India. This article takes you through the intricacies of this transformative case study.

Key Highlights

• CX Transformation: Discover how Ashnik’s strategic approach led to a remarkable transformation in customer experience for a leading Indian bank.
• Real-Time Solutions: Learn how we tackled outdated systems and resolved customer pain points through innovative real-time solutions.
• Business Advantage:Explore the unexpected benefits that emerged during our journey, including enhanced scalability and speed.
• Best Practices Unveiled: Gain insights into the best practices we recommend for achieving CX excellence in the banking industry.

Our tale unfolds with a prominent private sector bank in India, renowned for offering an extensive array of financial products and services to corporate and retail customers. As they continued to expand their operations across the country, they faced a formidable challenge.

The Problem at Hand

The bank was grappling with an outdated application for processing search requests. During peak loads, the system would frequently bottleneck, causing significant delays in addressing customer requests. The impact of the same were felt by the bank’s employees, who were hindered in their quest to provide top-notch service.

Cracking the Code: Our Strategic Approach to Revolutionize CX

With a keen understanding of the stakes involved, our team at Ashnik swung into action. We knew that the bank needed a robust, real-time solution to elevate its CX and streamline its operations.

Our first step was to increase the replica shards over indices which was made possible only through scaling, which is searched frequently and is heavy in size. Which helped in reducing the overall number of timeouts and real-time bottlenecks that occurred from an hour, day, and second perspective.

Another step was meticulous analysis of user roles within the bank. We then judiciously assigned the necessary Kibana access and roles to reduce the number of search queries plaguing the system. Close collaboration with the bank’s team was crucial in understanding their specific requirements and fine-tuning user access.

Additionally, we tackled parallel performance issues for Kibana and Elastic head-on. All accesses, including alias, index, and regular Kibana, were streamlined for users. This comprehensive approach allowed us to optimize day-to-day requirements effectively.

From Chaos to Excellence: How We Transformed CX and Operations

The implementation of Ashnik’s solution bore fruit swiftly. The bank witnessed a significant uptick in the overall system performance. The lingering timeout issues that had haunted the bank for so long were finally laid to rest. Moreover, internal user access was now tightly regulated, preventing any unauthorized use of Elastic.

The impact of our solution was resounding. Customer satisfaction levels at the bank soared as agents gained access to valuable customer interaction history. This translated into faster and more efficient responses to customer inquiries, drastically reducing turnaround times.

Business Advantage

While addressing the bank’s immediate concerns, we stumbled upon an unexpected bonus. The solution didn’t just fix the existing issues; it also unlocked newfound scalability and lightning-fast search capabilities. Our managed services laid the foundation for the bank to future-proof its IT infrastructure.

Unveiling Best Practices for CX Excellence

Our journey with this case study leaves us with invaluable lessons. The importance of understanding user access and optimizing it cannot be overstated. Efficient access control can lead to quicker issue resolution and ultimately improved customer satisfaction.

To replicate the success of this case study, businesses should consider a comprehensive analysis of user access and privileges. Implementing a streamlined system for user profiles can significantly enhance system performance and customer satisfaction.

In Conclusion

Our transformation of the top Indian bank’s real-time solution showcases the power of strategic and thoughtful managed services. We didn’t just solve immediate challenges; we charted a course for future scalability. In the dynamic world of banking, delivering a seamless customer experience is non-negotiable.

What are your thoughts on this case study? Have you encountered similar challenges in your industry? We are eager to hear your questions and insights at success@ashnik.com

For businesses facing similar challenges, remember that you don’t have to navigate this journey alone. Ashnik is here to help you transform your operations, enhance customer experience, and drive success in your industry. Reach out to us today, and let’s embark on your transformational journey together.