HNB ties up with SimpleCRM for Support Centre Automation

July, 11, 2018

One of Sri Lanka’s leading privately owned Licensed Commercial Banks – Hatton National Bank had tied up with Simpleworks Business Solutions Pte Ltd (SimpleWorks) of Singapore to automate bank’s support center operations with a view of delivering a superior customer service. Accordingly, HNB launched its fully integrated Omni Channel Contact Centre – recently with an initial dedicated team of 80 Customer Engagement Associates trained specifically to offer speedy and effective resolutions to any customer inquiry forwarded through its dedicated telephone hotline 0112-462462, as well as via Facebook, Twitter, Instagram, and HNB web-chat.

In delivering the solution SimpleWorks team has leveraged its SimpleCRM solution and their significant CRM implementation expertise to deliver a faster, secure, comprehensive and modern support center automation solution to HNB.

"HNB zeroed in on SimpleWork's Contact Centre Solution after having assessed their proven speed of delivery, commitment, and advanced tech capabilities. We found SimpleWorks to be the best fit for us in terms of the comprehensive nature of the SimpleCRM product line they offer, local reference-able customers and a highly experienced & responsive team, all of which will go a long way towards supporting HNB's own mission to further consolidate its position as being Sri Lanka's most customer-friendly bank," HNB Head of Customer Experience, Vindhya Wijegunawardane said.

SimpleCRM solution is integrated with the bank's IT ecosystem that includes core banking, ATM switch, SMS/Emails, Debit & Credit Card Systems, Avaya, etc.

The solution will help HNB further refine its customer service experience across multiple channels, including inbound and outbound calls, social media, emails as well as through Artificial Intelligence (AI) enabled Chatbots.

"We are very excited to partner with HNB and are confident that this new relationship will enable the bank to further refine its contact centre solution by providing customers with advice and solutions at their fingertips, thereby setting a new benchmark for customer service in the Sri Lankan banking industry," SimpleWorks Director, Indraneel Fuke added.

SimpleCRM will be powered with technically advanced components such as skills-based smart call routing to ensure that customers speak to the right agent and ensure better First Time Resolution (FTRs). The solution also comes equipped with advanced SLA & Rules-Based Routing Engine along with powerful data analytics for better visibility and control.

Hatton National Bank is a premier private sector commercial bank in Sri Lanka, operating across 249 branches island-wide. The bank has been internationally recognized as Bank of the Year 2017 by the prestigious British financial magazine The Banker, in recognition of its performance as the most profitable banking group and for introducing unprecedented innovations to the domestic banking industry. HNB was also adjudged 'Best Retail Bank 2018 in Sri Lanka' for the 10th time. HNB's leadership in technology was also recognized with the Bank's ATM network being awarded the 'Best ATM Network of the Year' at the Lanka Pay Technovation Awards 2017.

SimpleWorks is an ISO 27001:2013 certified technology startup that provides enterprise-class, highly scalable and cost-effective CRM and AI-Based solutions for mid-sized and large enterprises across the Asia Pacific. SimpleWorks boasts of a top-notch product SimpleCRM that is built on open source stack and AI-based Chatbots and Predictive Analytics solutions based on Google's AI/ML framework. It has a professional team with an experience of 350+ software projects and has prominent customers with thousands of CRM users across Asia Pacific. SimpleWorks is headquartered in Singapore and operates through its subsidiary in India along with a sales and support office in Sri Lanka.