PNB Housing’s operating model is designed to maximise value across end-to-end customer journeys while reducing costs and sustaining increased levels of speed, agility and efficiency. It combines digital technologies and operational capabilities in an integrated, well-sequenced way to achieve tangible improvements across the board.
An operating model based on six strategic objectives...
...implemented through nine value drivers...
Balanced segment mix
Diversified channel mix
Reliable funnel for leads
Customer innovation
Proactive marketing activations
Intricate credit underwriting practices
Stringent recovery measures
Robust IT backbone and digital transformation initiatives
ISO-certified central operations
...translating into scalable and efficient operating model...
OMNI-CHANNEL CUSTOMER RELATIONSHIP MANAGEMENT (CRM) solution, which integrates various modes of communication with the customers for better experience and faster resolution
BANKING ANALYTICS tool to give in-depth, easy and faster analysis for self-employed retail customers
FRAUD CONTROL to mitigate incidence of fraud
REAL-TIME email verification to avoid misidentification of customers
UNDERWRITING VENDOR PLATFORM to assist partners ‘on the go’ through various tools, namely, geo-tagging, click to upload, etc.
DIGITISATION,
amalgamation of people, process and technology
for customer convenience
and elimination of transit
risk, and robotic intelligent
mailing solution to ensure
standard, confidential and accurate communication