KARIX PROVIDES HOLISTIC CRISIS COMMUNICATION SYSTEM FOR INDUSIND BANK

KARIX PROVIDES HOLISTIC CRISIS COMMUNICATION SYSTEM FOR INDUSIND BANK

About IndusInd Bank

IndusInd Bank Limited is a Mumbai based Indian new generation bank, established in 1994. The bank offers a wide range of banking services, including deposits, loans, cards, insurance, etc as well as promotional, transactional and electronic banking products and services.

Over the years, it has received various awards, to name a few – warded one of the Top 100 Chief Information Security Officer awards 2012, Best Technology & e-Learning Award by IBA Banking Technology Awards 2010. It is the first Indian bank to receive ISO 9001:2000 certification for its corporate office and its entire network of branches.

IndusInd Bank’s Objective

Today, IndusInd Bank stands tall as one of the reputed banks in the country, where all its employees are considered to be a part of one-big-family. With this ideology of treating their employees as their own family, IndusInd recognized the importance of safe-guarding their employees during a crisis and hence, approached us for creating the same.

You’re in a pickle. What do you do?
You don’t have access to the “Bat Signal”
So there are no superheroes coming to rescue you.
How do you protect your people?

Unlike the Bat Signal, our solution was a more holistic and reliable technology. We created a channel with a geo-location filter, crisis category and reporting panel through which IndusInd could inform their employees of a crisis or vice versa and receive responses regarding the safety of their employees. The channel comprised multiple modes of communication:

  • Missed Call
  • SMS
  • Progressive Web Application pages (PWS)
  • Interactive PWA pages

How Did We Do It?

In The Batman Series, Batman and Robin were always busy fighting the crime, saving the city and basically doing their respective duties. Similarly we have assigned roles to the team members for effective task management, and provide the employees with our “Bat Signal".

With great power comes great responsibility, which is why only a few restricted users are assigned admin rights. The system is integrated with IndusInd Bank’s LDAP system through which the users could login. The system has 4 defined roles:

Once the Maker creates the advisory communication, whoosh, an SMS is sent to the Checker with a link to the PWA page requesting their approval. As soon as the Checker approves of the course of action suggested, employees will receive the advisory via SMS. Through this message, employees can mark their response using the provided options of Safe, Unsafe, Help etc., and alert the bank of their status. Employees can also give a missed call on the given VMN to report an incident.

Easy to operate, with a clear and approved advisory, the system provides a holistic solution to ensure the safety of the employees. Not only does the system handle crises, it also generates an information flow based on the crisis and response and send it to the Reporting/Functional managers of employees and appropriate team.

A comprehensive report of each and every incident related to a crisis is made available on a UI panel.

Omni-channel Crisis Management Solution

Whether it’s a fire, hacking, or a rumor making circulations, employees can report the incident through the PWA link provided to them. The assigned hero will then take the necessary action.

During a crisis, the response from the system depends on the employees’ response. If the employee responds with ‘safe’ they would receive an acknowledgement SMS. This applies to the employees that respond with a missed call as well, providing them with a PWA link. Through the link, the employee can choose one of the options provided to report an incident. If the employee responds with ‘unsafe’ or does not respond, the details of the employee are shared with the functional manager assigned to them, and are patched with the Bank’s helpline number via call patching service.

A custom UI Panel is also part of the system, and enables the Maker to create an advisory according to the responses received regarding location, crisis category etc., and send it to the selected set of employees who are in need of Crisis Management. The UI provides real-time comprehensive reports of all the advisories as sent by the Bank to its employees, as well as the responses as sent by the employees seeking advisory. These reports can be accessed by all the users including Super Admin, Maker, Checker, and Functional Manager.

Outcome

The world may not have superheroes to handles crises, but with tech-savvy pioneers of the digital age like Karix, there are more than enough solutions to save the day.

Through the usage of a holistic system of crisis communication as created by us, IndusInd Bank keeps its employees safe as well as take preventive measures based on the information in the reports that are generated.