Regionalisation of BusinessCare and QMS Qorus Banking Innovation Awards 2015

In 2013, DBS BusinessCare has been established in Singapore in an effort to revamp its customer service model. BusinessCare is a unified support team that serves corporate customers across all products. With the establishment of the team, in-house CRM system called Query Management System (QMS) was launched as the core communication platform for various teams, where service requests (SRs) are logged in the system to ensure cases are tracked and transparent to all stakeholders. BusinessCare was regionalised over 2014 in regional locations like Hong Kong, Taiwan, Indonesia, India and China. Similarly, QMS was also regionalised in these locations. Moving away from the conventional “call centre” concept, BusinessCare is positioned and branded to be the core servicing team for DBS corporate customers (requests can come from customers via phone, branches, Corporate-ATMs, RMs or even via public-web). As DBS moves towards digital banking, QMS cannot remain as just a communication platform. Therefore, we have developed new functionalities in QMS to create effortless customer experience: 1. Auto-creation of SRs from Email to QMS – Customer email requests can be instantly reflected and tracked in QMS 2. Auto-trigger of transaction advice/statements to customers – Requests can be instantly fulfilled 3. Auto-trigger of CSAT survey emails to customers. Automation allows more customers to be reached and there is also instant notification to managers on CSAT rating 4. Auto-population of Swift messages in QMS – Requests can be instantly fulfilled 5. Instant display of 10 SRs History and such can allow CSOs to understand customers’ profile and needs