One of the largest private sector banks in India with over 8 million customers.
It is more important than ever for a bank to maintain a relationship with its current and potential customers. Hence it becomes important for the bank to obtain a comprehensive view of customers by leveraging data from various touchpoints in a customer’s journey.
Banks need to establish customer-facing teams and start tracking structured and unstructured data for capturing, analyzing, and responding to the generated insights.
Relationship managers need such a Customer 360 platform to track their portfolio, account balance trends, find every transactional activity of their customer’s account in a few clicks and update data about recent conversations, etc. in order to maintain a good relationship with the customer.
By collecting various pieces of the customer journey, a business can start to get a clearer picture of how customers may act and relationship managers can take action accordingly.
Oneture being a select consulting partner of the bank, saw a huge opportunity in the relationship management dashboard space and proposed the bank with a complete solution for the use case.
By getting complete requirements from the upper management and actual users – the relationship managers, we framed the scope of this Customer 360 platform and proposed a solution that would solve the problem statement of the bank in the most efficient way.
We solved the most challenging technical problems of building the platform, which included super fast data processing and developing a highly optimised web application for graphical visualization and tabulated data retrieval in the minimum possible time.
We also participated in the architectural decisions, the UI/UX design, the infrastructure setup and the deployment of the application over the bank’s private cloud too.
Ensuring complete security of the application
Having latest data available to the platform for a real-time experience
Displaying interactive charts with useful information
The relationship managers now have the ability to quickly access any piece of customer and account information within a couple of clicks.
With the help of this platform, real time processing of data of 8 million customers for visualizing trends and getting actionable steps became possible, which could have earlier taken multiple tools to achieve and wasted a lot of time.
With the help of this platform, the business could get deep and granular insights into customer preferences and behaviors, which the bank can use to interact with customers and deliver the services and experiences consumers expect.
|Back End||Python, Django with REST API, Redis|
|Cloud||AWS EC2 and RDS|
Always consider scalability while building high priority cloud applications
As the business starts using the platform more, scaling up of the cloud resources becomes essential. This is one of the key benefits of using cloud based infrastructure and AWS provides a range of services for auto-scaling and minimal human interaction in managing varying load on the cloud based services.
Build for modularity and compatibility
There are new features being added to the Customer 360 on a monthly basis. Hence building the application as a collection of modules becomes very important. Also, the API’s can be used for data retrieval by another application too.
Think of security and privacy from the start
Our application is developed keeping data security and user privacy in mind from the start, hence it is completely compliant with all the security policies of the bank.
Capture user behavior for analytics
It is important to ensure proper API logging and UI interaction logging to analyze and understand the key metrics of the running platform. Integration with services like Google Analytics provides a powerful way to capture events like page visits, button clicks, etc. to find out information about the most used features of the platform.