Tata Mutual Funds Customer Interaction Management System

This document is a case study detailing the implementation of a customer interaction management system by Tata Mutual Funds using Talisma. The case study outlines the evolution of the service module, which began with a small team managing customer emails and has expanded to accommodate 100 users handling nearly 1000 interactions daily. The document describes the challenges faced by Tata Mutual Funds, such as reliance on Outlook and Excel for data management, which resulted in unstructured data storage and communication barriers. It further explains the solutions provided by Talisma, including the integration of customer and distributor data, automated escalation processes, and improved access to interaction history. The case study concludes with the achievement of 90-95% service level agreement compliance in resolving customer grievances, highlighting the effectiveness of the implemented solutions in enhancing service quality and operational efficiency.