SBI Sms unhappy case study Essay

936 Words Aug 8th, 2014 4 Pages
SBI CASE STUDY: “SMS Unhappy”
Markets are ever evolving and keep getting competitive day by day, and the BFSI sector is no exception. With SBI being the current market leader, the challenges are more profound for them to retain their foothold. The entry of private players like ICICI, HDFC, and UTI added to the existing challenges faced by SBI. Private players have increased competition by offering attractive schemes and convenience, in sync with customers’ demand. With a boom in the IT and Telecom industry , using the messaging service as a means of communication would be highly cost effective and have a massive reach . Hence it is highly imperative to align with the market trend and meet customer expectations, in order
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Would the investment add value and will the impact be measurable? Will the cost invested per customer have a return on investment? Ultimately the man purpose of providing quality service is not for the sake of providing it, but to reap tangible and intangible profits.
We propose that there should be phased deployment of the projects in other states.
The initial phase can have coverage in states, spread out across the country, where the target audience is young and it is easy to set up the infrastructure. In this way the success of the pilot project will be further validated. Also it will be more prudent to look out for possible out sourcing in the field of back end IT support, and other infrastructure developments. The operating cost might go up because of this, but in case the project doesn’t get the required response, the losses will be minimal. We can always expand in future, if the project replicates the success, and make up for the expenses.
When we talk about large scale deployment of the project, we must also bring in customer accountability to counter any misuse of the system and filter unnecessary queries.
What can be done is to impose a limit on the number of complaints that a customer can register per month. A form of preferential customer service where the high priority clients’ queries are attended to post-haste would also be a good

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