Reliance Commercial Finance

Reliance Home Finance

Customer Experience

Next source of

Sustainable Competitive Advantage

Customer Experience

Customer Experience is the full, end-to-end experience

It starts when you first hear

about Amazon from a friend,

and ends when you get the

package in the mail and open it

Jeff Bezos

Customers Always have an Experience

Good Bad Indifferent

Experience - Product, Service

Product Experience

Positive product experience generates word-of-mouth more than twice

as often as a negative one

– e.g. An electronic device, Loan, Travel Booking

Customer Service Experience

customer service experience, just the opposite applies: a negative

service experience gets shared twice as much as a positive one

– e.g. a customer calling at a Call Centre

The Effortless Experience

Matthew Dixon, Nick Toman and Rick DeLisi

Business Impact

Positive

Customer

Experience Loyalty Repurchase

The True test of Loyalty is when something goes WRONG

Who is my Customer ?

Customer Expectation

Target

Onboard

Retain

Enrich (Value Creation)

Shaping Customer Journeys

Segment of “One”

Digitally Ready - Enterprise

To provide a “differentiated digital experience” to customers

ENTERPRISES TO BE DIGITALLY READY

Customer Centricity – Enterprise Readiness

Digital – Enterprise Road Map

CX Platform Components – Business Moments

Agility - Cloud Services - Oracle Cloud CRM

Personalisation - Products & Services Customised

Contextual - Relevant

Realtime

Segment of “One”

@ Reliance Commercial Finance

Reliance Home Finance

Private Cloud Infrastructure in place – Provision on Demand

Oracle Cloud CRM - Lead Management & Customer Service

Contact Centre – on Cloud

VDI adopted – Secured

Sales Management on Mobile - Productivity Tracker

Collections on Mobile - Productivity Improvement

Analytics Platform – Predicts Delinquent / Attriting Customers

Single Customer View

Oracle Cloud CRM

Sales Lead Management – Mobile Lead Management enabled

Customer Service

Integrated with Contact Centre Technology (another Cloud Service)

Integrated with Core Lending System - Loan Management

Integrated with Document Management System

Integrated with Datawarehouse and Analytics platform

Oracle Cloud CRM

More than 3 years in use

No downtime so far

Customised through a 3rd party service provider

Thank You