Transforming Customer Data Management Processes to Reduce Wastages and Improve Customer Experience

The client, a leading manufacturing entity based out of Pennsylvania, was dealing with a multi-step customer data collection and checks process. Each step in the process faced data-related issues that resulted in frequent send-backs for data collection and/or correction. This was required to manage the legal, regulatory compliance and risk profiling needs of the process.

This resulted in a slower-than-expected onboarding process and in turn, frequent customer queries on the progress. The client wanted to streamline and standardize the process to reduce customer send backs and risks associated with delayed onboarding.

SLK helped the organization, identify key customer information & documentation required to onboard customers using a SharePoint solution. The online workflow form was designed and mandated to collect this key information. This ensured that critical information was always collected and send backs related to missing/incomplete information were eliminated in the data collection step, accelerating the onboarding process significantly.

Automation was also introduced with the solution to generate notifications on/after CRM profile creation and modifications and send these notifications to customer emails and phones. This led to a reduction in turnaround times (TAT) as well as a reduction in customer queries and consequent improvement in the customer onboarding experience.