JJEM: Special Edition 4 (May 2025)
JJEM: Special Edition 4 (May 2025)
2025-05-31
Study on Working of Technology Driven Customer Care Services in Banking and Insurance Sectors
Prof Ramakant Kulkarni, Mr Bharamappa S
The application of technology in the banking and insurance is on the rise. The mobile density has enabled the banks and insurance companies to connect with ease. Every account and policy is connected with the mobile. This has helped the banks and insurance companies to keep the customers in regular loop for all the activities that happen with customers' account/policies. The dedicated customer care facility with the 24 x 7 access through the phone has enabled the availability of information instantly. The customers have been able to take a good control on the accounts and policies. The technology driven customer care facility is by and large automated with a provision of human interface. The present paper makes an attempt to look at how effective is the facility in providing the satisfactory services to the customers. The paper narrates the first hand experience of the author/s and discusses the shortfalls in working thereby putting up issues in customer care facility updates so that the intended purpose of the facility is fully met with.
Customer care facility, Technology, Information access, 24 x 7 access