1DBS helpdesk for DBS India branches Qorus-Infosys Finacle Banking Innovation Awards 2024- Nominated

1DBS is a centralised helpdesk exclusively for DBS India’s branch staff, designed to assist them in servicing our customers better. Following the amalgamation between DBS and LVB in December 2022, branches had to rapidly onboard and service customers for DBS Bank India Limited's products and processes, while also managing routine operations and maintaining customer service levels.

1DBS was setup to help branches navigate through these challenging times by providing on-call guidance for operational / product / system related queries.

The pre-work for 1DBS launch started in July 2024 and involved the following: • Reaching out to 25 branches via calls/physical visits to understand the issues faced by them • Discussions with the branch governance team to discuss these issues and plan solutions • Reviewing and updating content on the internal knowledge management portal across various topics

Below were the key aspects that were considered while preparing for the 1DBS helpdesk: • People – The 1DBS team was strategically composed of members who were subject matter experts and had frontline branch experience. This allowed the 1DBS team to be able to empathise with branch staff and provide effective support grounded in firsthand knowledge. • Process – To truly deliver on-demand support, more had to be done even after the launch of this helpdesk. The 1DBS team focused extensively on two critical areas: > Improving knowledge management portal content – By addressing content gaps and enhancing materials on the portal, we enabled branches to self-serve information needs more effectively. > Increasing awareness of helpdesk availability – Through active outreach and communication, we ensured branches understood this new resource was available to assist them. • Technology – To enable branch calls, we partnered with technology teams to swiftly establish a telephonic infrastructure. This included configuring an Interactive Voice Response system to route calls to appropriate queues, providing volume insights. For tracking tickets, we leveraged Microsoft Lists – a lightweight, readily available tool – to log issue details and facilitate notifications back to branches on resolutions.

Since launching in August 2023 (with pan India rollout in October 2023), the 1DBS helpdesk has proven invaluable in supporting nearly 5,000 calls from 440 unique branches as of June 2024.

This readily available assistance has enabled branches to handle customer queries efficiently and satisfactorily. The helpdesk's high 88% First Call Resolution rate has also alleviated subsequent contacts to contact centres and operations by customers.

Beyond addressing individual inquiries, 1DBS aids branches by prioritising critical requests, identifying defects, guiding reporting, and improving knowledge portal content.

The consistent 4.7/5 internal feedback rating and extensive positive written feedback reflect the helpdesk's impact on equipping frontline teams to deliver excellent customer experiences.