Case Study: Sharekhan boosts customer centricity and NPS with Alterna CX

How Sharekhan, by BNP Paribas, strengthened the connection with its 1.4 million customers

Sharekhan, by BNP Paribas, is one of India’s largest brokers, serving 1.4 million customers across digital channels, branches, and its contact center. The company needed a Voice of Customer and CX measurement solution to replace slow, manual, department-led surveys with a unified, real-time view of customer feedback and journey issues.

Alterna CX implemented a hybrid Voice of Customer and NPS program across Sharekhan’s website, mobile app, branches, SMS, e-mail, and contact center, with dashboards, alerts, and closed-loop action management. The results included a 70% reduction in first response time, 96% of NPS detractors closed within 24 hours, and a 30-point increase in NPS, while also giving teams real-time customer intelligence through 12 customized dashboards.

Sharekhan

Vipul Kothari

Senior Manager Customer Experience