The Client
The client is a global financial service provider that delivers essential financial services to their customers. Their innovative solutions enable customers to mitigate and manage risk efficiently. The client has tied up with an Indian bank to deliver a native mobile app for their merchant services.
Business Context
Current account deposits from PoS terminals at petrol stations and retail outlets are a major revenue source for banks. To accelerate the shift from cash transactions to PoS terminals, banks need to ensure that the merchant always has a line of support at their disposal. If there are hardware or software-related issues, the merchant might insist on cash or payment through other means and thus the bank stands to lose out on revenue.
The Challenge
Addressing merchant issues on-time and with quick TAT is a key business requirement for the client. If the merchant faces issues regarding payments, they have to contact the bank to register a complaint. Even if the issue is as minor as requiring paper roll replacement, they have to reach the bank’s customer care center which takes up a lot of valuable man hours.
Even after the ticket is logged, the merchant needs to constantly check in on the status and follow up with the customer care executive. This is a source of frustration and could lead to churn. On the other side, load on the contact center and therefore cost of manpower and infrastructure needs to be curbed without compromising on either the revenue or merchant’s satisfaction. As a result, a better, more innovative solution –self-help tool needs to be devised and offered to the merchants.
The Solution Offering
As with most requests requiring round-the-clock service, Tejora’s team realized that the solution to this problem was to implement a mobile application for seamless merchant services. Developed for Android, IOS, and Windows platforms, the mobile application enables the merchants to place an order as per their convenience and manage an array of service requirements such as:
- Paper roll requests
- Terminal related queries
- Statement request
- Status of a previous ticket
…just with a tap on the screen.
Merchants can also directly contact their relationship manager for any major issue or follow up with the customer support all within the application itself.
Key Features
Click to call
Merchants can reach the relevant desk with their query on the phone with just a click.
Ticket history
A comprehensive view of their ticket history that enables faster resolution.
Multilingual support
Merchants can access the app in Hindi, English & Tamil. This feature is a boon to merchants who may not be comfortable with an English-only interface.
Inventory request
Merchants can now request their inventory to be restocked with just a tap on the screen.
The Impact
With the mobile application developed by Tejora for smooth merchant services, the bank noted a significant increase in customer satisfaction. The merchant attrition rate was capped and new merchants started showing interest to come on board as the new current account customers.
The all-in-one customer service mobile app solution ensured that merchants had easy access to their queries and the day-to-day inventory requests were just a click away.
The quick TAT achieved in resolving merchant tickets is highlighted by the bank as one of their USPs.
