About
About AU Small Finance Bank
AU manages a large customer base through relationship managers. Customer servicing happens through the bank's servicing app, with RM-to-customer mapping maintained in its internal mapping system. The objective is to bring WhatsApp into this ecosystem so that every customer conversation is linked to the correct RM and centrally visible.
The challenge
What they set out to solve
Customer communication has to be mapped accurately to the correct RM at all times. When RMs go on leave or customer ownership changes, chats must move to the newly assigned RM. At the same time, AU wants to avoid missed cases, inconsistent communication and a lack of transparency across a nationwide relationship-manager network.
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