customer to convey that their com!laint has een closed to their satisfaction" If the resolution is not acce!tale to the controllers at the $a!!y &oom, the e.ecutives intimate the same to the concerned ranch through comments in the system and suggest ays to resolve the !rolem" The Branch attem!ts once again to resolve the !rolem and feeds their final resolution comments into the system" %n the successful closure of a com!laint, the e.ecutives inform the customer and otain his/ her consent ith regard to the resolution of the !rolem" final SMS is sent to the customer stating0 12e elieve your Inde. 3o" ........ has een rought to logical conclusion to your satisfaction" Thanks for giving us this o!!ortunity" SBI $445 &%%M
QUES -2 )As a CRM expert, analyse the case and give yur inputs a!ut the prs and cns "r launching the sa#e initiative$syste# at the natinal level%& ANALYSIS OF CASE –
SMS Unhappy is the latest facility launched by the Bank to improve customer service. The service is available 24 x and you do not need to visit the branch to
re!ister your !rievance. "ll you need to do is to send #ust one SMS to the Bank. $t is thus paperless and one more %reen $nitiative of the Bank. $f you are not happy &ith the services o'ered by T() Bank* #ust SMS +Unhappy, to --222 and T() dedicated +happy executives, &ill call you and !et details re!ardin! from you. They* to!ether &ith your branch &ill resolve the issue to your satisfaction. The /uick resolution of all your bankin! related troubles &ill surely brin! a smile on your face.
"s per my case analysis of ST"T) B"01 3 $0$" + sms unhappy, 5 $ think its !ood to expand this customer mana!ement tool nation&ide 5 ADVANTAGES-
678omplaints from all over the nation customers related to SB$ can be received and solved on time &hich &ill brin! a feelin! of satisfaction in customers and then customer &ill be in more faith &ith SB$ &hich &ill obviously add to the !ood&ill of SB$ 9ublic sector.
27$t is also helpin! in expandin! the use of telecommunication &hich is !ood as &ell for the banks and the Tele communication companies.. :7;e can even take that as a opportunity because if SB$ is expandin! nation&ide so directly or indirectly it is increasin! &ith its contacts or you can say buildin! up &d bi! customer &eb &hich &ill obviously lead to some bene to serve the banks> 6: million stron! customers by re!isterin! their complaints in &ritin!. ;ith this initiative* anyone can
DISADVANTAGES 6$ts easy to launch this complaint mana!ement tool nation&ide but not easy to handle ."ll the customer complaints cannot be handles ti!hter &ithin short span of time because customers are so many after launchin! nation&ide but operators are still limited in number .. 27There &il be lack of /uality 5 $ mean obviously if customer complaints &ill be more then at a point operators &ill reply everybody>s complaints very fast &hich &ill some&here &ill noit be able to satisfy customers for their complaint as they &ill not
!et the solution in proper &ords.. pr &e can say /uality of the solution !iven &ill be lo& as expected.. QUES 3 ) 's it "air t have such a syste# " c#plaint
#anage#ent& Write "r# the rganisatin(s pint " vie%&