A Terragni Case Study Driving Customer Engagement for NRI Banking TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes India’s 2nd Largest Bank Branches 1600 15,00,000 Customers Pan India
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Driving higher customer engagement for Non-Resident customers
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Higher program utilization by existing customers Kotak as the first port of call amongst its NonResident customers To be perceived as a differentiated proposition
Client Background Challenge Objective What We Did Strengths Opportunities Segments Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL 1 2 3 Phenomenological in-depth interactions for episodic recall: 14 Interactions, 50 hours of interview transcripts Qualitative Insights 2,36,796 customers Records – 3 Years Time Span 2,36,796 customers, 110+ respondents Quantitative Insights Consumer Neuroscience Based Widespan Assessment
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Customer and Competitor Insight Contextual differentiation from the competition and within the existing overall customer segment Identified points of friction in the digital journeys and service recovery
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Seen as Safe High on reliability High on convenience Good place to put in money and conduct daily transactions Good digital infrastructure TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Client Background Challenge Objective What We Did Strengths Opportunities Barriers Solutions Business Outcomes Key touchpoint content & flows high on friction Operational issues (confusing phrases and errors) Poor awareness of offerings beyond remittances Low relevance of offerings banking as well as nonbanking Perception of being undifferentiated
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Brand India Personalized financial services Personalized nonbanking benefits TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes Eliminating cognitive and perceived friction from key discovery touchpoints Personalized communication program build content, creatives, mediums, frequency, channels Seamless engagement across digital touchpoints & service/support managers Redesign of offerings to cover safe investments with a steady growth banking adjacent areas Design of offerings to cover growth opportunities arising out of market developments Designing the “Digital RM” program to drive self service for a higher sense of “Asynchronous service and issue resolution” TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Client Background Challenge Objective What We Did Strengths Opportunities Solutions Business Outcomes ⬆Increased Program Utilization ⬆Increased Wallet Share ⬆Increased Word of Mouth TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
Thank You dipti@terragni.in +91 895 698 2522 TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
India London Bucharest www.terragni.in www.buyerbrain.com TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL
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