Colombo, Sri Lanka – In a bid to set new industry standards in customer service excellence, Seylan Bank partnered with Emojot, a global technology company specializing in advanced customer experience management solutions to provide a QR-based customer feedback and complaints management solution, for the first time in Sri Lanka.
This innovative initiative empowers Seylan Bank to attend to the concerns of their customers more effectively. Customers can effortlessly share their feedback by simply scanning a QR code, through Seylan Bank’s network of branches and ATMs. The real-time, paperless process offers a streamlined platform for customers to lodge their concerns in their preferred language, which will be directed promptly to the respective branches and the dedicated customer experience team of the Bank, ensuring swift resolution.
Asiri Abhayaratne, Assistant General Manager – Marketing & Sales, Seylan Bank PLC, expressed, "Our long-term success is built on a firm foundation of excellence in customer service, corporate governance, a well-developed culture of prudent risk management, accountability, and integrity. As a bank that enables customers with simplified solutions, we are going an extra mile to understand them even further. Listening to the ‘voice of customers’ and understanding their requirements, is an area of focus across our call centers, social channels, and branch network. Having the right teams in place internally and having an experienced technology partner such as Emojot to support us, is a critical success factor on our journey.’’
By adopting a QR-based customer feedback and complaints management solution, Seylan Bank is setting precedence in the banking industry, aligning seamlessly with the Bank’s mission to place customer aspirations at the heart of everything they do, and solidifying their position as "industry firsts" in delivering exceptional customer service.
Viraj Amarasekara, Head of Sales, Emojot, remarked, "This partnership shows the level of impact Emojot customer-centric solutions can make to help businesses gain a competitive advantage. It's also a testimony to the level of scalability and agility Emojot's platform offers. I am thrilled to see Seylan Bank leveraging Emojot's innovative solutions to provide the best customer experience at their branches."
This collaborative effort underlines Seylan Bank's commitment to enhancing customer satisfaction and service efficiency. Leveraging Emojot's visually engaging and intuitive Emotion Sensors™ and comprehensive workflow management solution, Seylan Bank is poised to raise the bar in delivering top-notch customer experience, setting a new industry benchmark for excellence.