State Bank of India: SMS Unhappy, is a deceptively straightforward but all-inclusive case of a public sector company overtaking its private sector competitors in terms of both customer satisfaction and organizational performance and using a customer complaint management tool as a catalyst to improve overall service performance.
The instance describes a new, mobile phone-established complaint redressal system designed and executed by Shiva Kumar, chief general manager (south) of the State Bank of India (SBI). The long term collision of the system that is simple was the association of the whole organization, particularly at the branch level, with customer-defined parameters of functionality, driving it towards really high rates of customer. The SMS Miserable initiative brought greater rates of transparency to any or all levels of division functionality, leading to outstanding service operations with low variability, and finally, better customer answer.
State Bank of India SMS Unhappy case study solution
PUBLICATION DATE: February 15, 2013 PRODUCT #: ISB001-PDF-ENG
This is just an excerpt. This case is about SALES & MARKETING
