Loyalty Redefined: CRM-Led Service Transformation for a Leading Rewards Platform
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Headquarters
- India
Business Size
- Large
Industry
- Loyalty and Rewards, Customer Experience, Services
Technologies
The Client
The client is a top loyalty rewards management company that provides full services for banks and retailers in India. With a solid reputation for handling numerous transactions and ensuring customer satisfaction, the firm operates a wide network of service centers. Rapid growth in digital channels and an increased service load prompted the client to update its operations with a scalable, secure CRM solution.
Challenges Faced
The organization struggled with ongoing operational issues that affected service speed and customer satisfaction.
- Manual handling of service requests led to long resolution times.
- Real-time customer feedback systems were missing.
- Systems for the call center, CRM, and e-commerce were not connected.
- SLA tracking was ineffective due to a lack of reporting and alerts.
- Agents had poor visibility into past case interactions.
- There was no unified reporting system across departments.
- The firm relied heavily on manual processes for managing escalations.
- There was no centralized logging for phone interactions.
- The organization did not comply with security and access audit standards.
- Insights into agent performance and operations were limited.
Ambit’s Solution
Ambit installed a strong CRM solution that connected systems and automated service tasks.
- Case management was automated through email-to-case and agent logging.
- Real-time customer feedback was linked directly to CRM records.
- An integrated phone system allowed for contextual handling of calls.
- Custom connectors synced customer and voucher data from the e-commerce platform.
- SLA breach alerts and resolution notifications were sent to customers and managers.
- Interactive dashboards tracked case volumes, resolution times, and sentiment.
- Role-based access protected sensitive customer information.
- A comprehensive call log module tracked phone interactions.
- A unified reporting suite provided insights and supported audits.
- A training and onboarding plan was created to boost CRM adoption quickly.
Results Achieved
- The CRM transformation resulted in faster service, better insights, and improved operational control.
- Ticket resolution time decreased from days to hours.
- Customer feedback and NPS tracking received a high response rate.
- Streamlined workflows for agents minimized manual tasks.
- SLA adherence improved with real-time alerts and escalations.
- Compliance with access and audit controls increased.
Conclusion
Ambit’s CRM solution enabled the client to fulfill its commitment to service excellence on scale. With smart workflows, integrated feedback loops, and actionable analytics, the organization has made significant progress toward becoming the most dependable loyalty partner in India’s digital landscape.