A mobile based customer communication management tool to improve customer care services in micro finance institutions.

Abstract

With an explosion in new communication channels such as social communications, blog forums and self service platforms, Microfinance Institutions are faced with the challenge of ensuring clarity and consistency across all customer communications. Meanwhile customer expectations, particularly those of the tech-savvy Generation Y are changing. Customers, particularly those from the younger generations, increasingly want to communicate to their bank remotely in new and different ways. This report document describes project design and development of a digital customer care communication solution that encompasses all major communication channels that will enable microfinance bank customers to conveniently communicate with their banks and also enable banks to manage and evaluate customer care and service delivery. The project followed a software development process that included software requirements specifications and requirements engineering, software design and development, verification & validation which constituted of dynamic testing of each individual core modules. The Software design and development phase adapted the agile software development model using implementing the MVC architecture. The tools used included ASP.net framework, Android Framework, SQL server RDBMS and Java programming language given their low development cost and robust technical support. In spite of this solution, more customer care service software modules such as email ticketing, end user after-call customer care agent validations and social apps integrations should be incorporated into the system to improve customer experience interactions. The customer service communication platform successfully integrated all the major communication channels into one convergent communication platform. The customer can access customer care service through email, chats, branch location identifier at just a click.