Manoj: A customer could check out his bank's website and see if they have a tie up with the car vendor and could possible register for a test drive there. This could be the beginning of a collaboration for the bank and the car vendor. What would be your take on providing such a one stop solution?
Asha: While we yet have to look into the possibility of offering a test drive, but it is possible. People can register through the website or the call centre. The requests are routed through the retail asset hub of Bangalore city. Since we have a tie up with the dealers, I can forward your mail to him and he will then attend to the needful. The customer also has a choice of filling in his location details, so that the nearest dealer can approach the prospective customer. Since there are different dealers for different brands, so depending upon the customers requirements, we will put him in touch with the concerned dealer. In all this, it is important that the customer is serious.
Venkatramaiah: In the car segment, even dealers are approaching the branches with
leads. There are cases where at the branch level they have brought the cars and we have given the sanction letters. After the casual inquiry at the call centre, by the time it translates into business, the entire process could take about 2-3 months, Even if about 10% of the leads translate into business, it is a good track.
PK Nair: Most often when a customer calls for a test drive, the bank or the agency is focussed on providing that service that the customer has called for. Using that interaction, how many times does the bank try to understand the customer's detailed profile? What we see is a point-in-time interaction, but we fail to capture information that can help the customer become our life-long customer. Some new generation banks treat the internet as an SBU. Actually, what customers are doing is visiting various sites and checking up reviews written by customers. Rajesh: I have seen one branch where they displayed a notice board, exclusively for customers. The board allows customers to
Asha: While we yet have to look into the possibility of offering a test drive, but it is possible. People can register through the website or the call centre. The requests are routed through the retail asset hub of Bangalore city. Since we have a tie up with the dealers, I can forward your mail to him and he will then attend to the needful. The customer also has a choice of filling in his location details, so that the nearest dealer can approach the prospective customer. Since there are different dealers for different brands, so depending upon the customers requirements, we will put him in touch with the concerned dealer. In all this, it is important that the customer is serious.
Venkatramaiah: In the car segment, even dealers are approaching the branches with
leads. There are cases where at the branch level they have brought the cars and we have given the sanction letters. After the casual inquiry at the call centre, by the time it translates into business, the entire process could take about 2-3 months, Even if about 10% of the leads translate into business, it is a good track.
PK Nair: Most often when a customer calls for a test drive, the bank or the agency is focussed on providing that service that the customer has called for. Using that interaction, how many times does the bank try to understand the customer's detailed profile? What we see is a point-in-time interaction, but we fail to capture information that can help the customer become our life-long customer. Some new generation banks treat the internet as an SBU. Actually, what customers are doing is visiting various sites and checking up reviews written by customers. Rajesh: I have seen one branch where they displayed a notice board, exclusively for customers. The board allows customers to
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