Earlier, relationship managers were using a cluttered UI for entering mutual funds, bonds, private equity, DPMS and structured product. This platform was just a data entry platform used by the relationship managers, and they were not happy with the platform due to its large load time and performance issues. The platform had been in use for some time and had a low NPS score of 23-24, indicating that the relationship managers were dissatisfied with the platform.

 

As a product manager, I was tasked with revamping the platform to make it more efficient and user-friendly. The goal was to increase the NPS score of the platform by making it easier for relationship managers to use and reducing the amount of time and effort required to enter data into the platform.

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To address this problem, I took the following actions:

• We integrated the platform with third-party apps like Finacle, CIF modification, and Axiom to automatically populate multiple fields in the customer form, reducing the amount of manual data entry required.

• We integrated KYC and risk profiling through the form, streamlining the process for relationship managers and making it easier to comply with regulatory requirements.

• We worked with the development team to improve the performance of the platform, reducing the load time and improving overall performance.

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As a result of these actions, the NPS score of the platform increased from 23-24 to 42-43, indicating a significant improvement in user satisfaction. The relationship managers were pleased with the new platform, which was easier to use, faster, and more efficient. The automation and streamlining of processes also reduced the risk of errors and improved compliance with regulatory requirements.