Digital Helpdesk

Digital Helpdesk

Digital Servicing is a multi-skilled helpdesk which deals with new age digital platforms with customer interactions ranging from basic web issues to troubleshooting of complex incidents through various channels like phone, chat & email.


We also provide digital helpdesk services around basic banking queries such as account related information, payment servicing, debit card maintenance, supporting business and high value account holders in India.

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Key Value Delivery Highlights

  • 13+ years of handling digital platform challenges for customers since 2004

  • Benefit of 80 staff passed to the clients through lean and agile approach

  • We achieve 90%+ resolution rate on complaints since inception of process with 95% accuracy on complaints monitoring framework

  • Digital training simulator deployed and AHT reduced by 63 seconds & hold time by 14 seconds - Surrogate NPS at +43 for early life phase

  • Through AI & RPA solutions deployment in mobile payments, we have seen an efficiency gain of 33%

Service Capabilities

Registration  - Speedy online banking & mobile banking registration - digitally registered 8 Mn customers

Servicing - Support retail, business and premier customers in end-to-end account maintenance, from simple to complex queries for all digital platforms

Technical assistance for mobile and other application

Payment Solutions Include:

  • Payments to Mobile Numbers
  • International Payment 
  • Bulk Payments
  • Cash Back

Incident support to raise and resolve complex queries by coordinating with 30+ technical teams to identify root cause

Strengthening AI Diagnostic Solutions

Service Capabilities

Registration  - Speedy online banking & mobile banking registration - digitally registered 8 Mn customers

Servicing - Support retail, business and premier customers in end-to-end account maintenance, from simple to complex queries for all digital platforms

Technical assistance for mobile and other application

Payment Solutions Include:

  • Payments to Mobile Numbers
  • International Payment 
  • Bulk Payments
  • Cash Back

Incident support to raise and resolve complex queries by coordinating with 30+ technical teams to identify root cause

We provide end-to-end resolutions for wide spread of digital issues.

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We provide end-to-end resolutions for wide spread of digital issues.

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Technical Support

Value Delivery

  • Value Delivery
  • 24 Mn diversified customer base
  • 10 Mn Digitally active customers
  • 1.6 Mn Digital servicing interactions & 250K+ chat interactions annually
  • Processing over 1.5 Mn cases annually at 99.9% accuracy
  • Middle and back office integration for Top 7 call types across banking platforms lead to 60% handoff reduction

50K+ technical incidents resolved with >98% accuracy.

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50K+ technical incidents resolved with >98% accuracy.

Contact Us