SMS unhappy

Topics: Customer service, Customer relationship management, Bank Pages: 3 (1069 words) Published: September 14, 2014
STATE BANK OF INDIA: “SMS UNHAAPPY” - A nationwide Initiative.

It has been nearly 60 years since the State Bank of India came into operation and undoubtedly, it has been one of the most well-established banks in the country. The SBI focuses on areas such as treasury and financial markets,international banking, relationship management and other non-banking financial services like insurance and mutual funds. The major reason as to why State Bank of India is what it is today is its progressive nature and drive for continuous improvement. At 1991, a time when SBI was enjoying near monopoly, its reign was threatened by liberalization as it handed many other private banks an opportunity to make a foray against the SBI. But the State Bank of India rose to the occasion and showed dramatic growth in the private sector.

Advantages of SMS Unhappy

One of the major advantages of ‘SMS Unhappy’ was the simplicity and the clarity in the customer complaint management system as an SMS was all it took for a customer to let the bank know that he is need of help. As the whole system did not demand the use of papers, it fell well within the “Green Banking” initiatives which were taken to save the environment. Being a customer centric system, it also provided small yet pivotal advantages like 24 x 7 availability, low cost and more importantly, a reliable way of communication to address queries.

Customer Expectations:

The ‘SMS Unhappy’ system has to reach a wide range of people and provide services to all sections of the society. Moreover, equal treatment is likely to come first on the expectations list of any potential customer.

It must also be able to resolve the problems in an efficient manner as it would in turn enhance the services provided to the customers.

We live in a world which is extremely dynamic and hence timely response is of utmost importance to the customers. Thus, adapting to the constant technological developments is necessary for speedy...
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