Implementation of Digital & Tech Capability

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Aditya Birla Capital Limited (ABCL) is the holding company for the financial services businesses of the Aditya Birla Group. ABCL’s subsidiaries have a strong presence across Protecting, Investing and Financing solutions, ABCL is a universal financial solutions group catering to diverse needs of its customers across their life stages.

ABCL has undertaken re-engineering of digital customer & distributor journeys and the rapid shift is case in point. As the pandemic hit, company enhanced & speed up the digital footprint across the businesses in order to continue to onboard customer without personally meeting by sales and extend services to customers virtually.

The company heavily focused in technologies like enhancing the web portal, Onboarding journeys using electronic Know Your Customer Process (eKYC), Video/ Co-browsing solutions, eContract, eSign, Intelligent Optical Character Reader (OCR), Facial & micros expression recognition tools, extensive use of conversation technology like WhatsApp, Chatbot, Omni Channel, Voice Bots, email bots etc.

Many of them are first in industry that gave edge to business and ensured that there is systematic implementation, adoption and impact on business. Power of One, ABCL approach proved to be panacea. All the technologies were piloted in a business journey and then seamlessly replicated across business leveraging on learnings. This approach is first of its kind of in financial sector. This has led to quick rollout and replication across the lines of businesses and ensured that pandemic does not impact the business.