Mumbai: Aditya Birla Capital Limited recorded over four million customer interactions on digital service platforms amid the pandemic, witnessing an almost 2X jump when compared to the same period last year. These interactions were recorded on the WhatsApp, Chatbots, Websites and Apps in the past three months during the Covid-19 lockdown.
“Digital enablement to create a superior customer experience throughout the customer journey has been a key part of our agenda,” said Ajay Srinivasan, Chief Executive, Aditya Birla Capital.
“This enabled us to proactively transform our customer journeys to being 100 per cent digital during the period of lockdown.”
Owing to the ongoing lockdown, there has been a shift in demand for zero contact and paperless purchase options. The NBFC and Mutual Fund businesses have been one of the first in the industry to launch video KYC for its customers. For Aditya Birla, over 90per cent customers were on-boarded through digital channels alone in FY20, as compared to 72 per cent in FY19.
Over the last one year, ABCL’s subsidiaries have significantly ramped up their digital services across Websites, Chatbot and WhatsApp to ensure availability of over 94 per cent of their services online, as compared to about 71 per cent last year.