Real time Cloud based banking solution for Retail Banking

This customer is one of the largest independent full-service retail broking houses in India committed to providing accurate and widespread data for every online share trader. They offer various online trading apps catering to the needs of users from different sectors.

Speridian’s customization in Oracle Service Cloud helped the customer to have an online platform for trading stocks, equities, derivatives, and other financial instruments that are exchange-traded. The solution has:

  •  An Omni-channel ticketing platform to address customer queries/service requests on various products and enable the contact centre team to resolve them efficiently with less effort.
    • Improved agent effectiveness
    • Comprehensive monitoring and create actionable insights
    • Close loop branch operations management

Table of Contents

Key Challenges:

  • No visibility on agent performance on a daily basis.
  • No custom integrated channels accessible to customers.
  • No self-service portal for customer self-service
  • Longer Turn Around Time (TAT)
  • Frequent SLA breaches lead to unsatisfied customers


  • Customers can raise requests through various channels such as emails, direct calls, social media, mobile applications, and self-service portals.
  • Complete visibility into agent performance on a daily basis.
  • Improved work efficiency of agents through automatic routing, performance tools, etc.
  • Easy & Quick ticket creation and resolution
  • Real-time updates to the Customer

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