All leads generated via SMS are captured by the Sybase 365 application manager – an application platform directly linked to the bank’s central database system. Customer details recorded include name, mobile number, date of SMS enquiry, the mobile operator to which they are subscribed, and which part of India the SMS is sent from. This information is captured through a web portal, and is made available in an online report for viewing and better customer relationship management.
Swapan Biswas, general manager for marketing and new initiatives at United Bank of India, said: Enabling our customers to enquire via SMS about our different types of services, such as loans or opening new accounts, frees up a tremendous amount of time for our customer service officers to perform more value-added services.
