By improving the way feedback is gathered and incorporated into its service procedures, Bank SME hopes to further strengthen its customer-centricity. Although there are now channels and technologies available, a unified framework for managing feedback and coordinating across departments is not yet formalized. This offers a chance to develop a tailored concept that guarantees ongoing education, organized management, and smooth integration into digital systems.

The strategy integrated system analysis of Microsoft 365, BSI CRM, and ServiceOcean with internal expert interviews and customer insights. This served as the foundation for the development of a modular feedback approach that included technological integration, KPIs, governance, and customer journey alignment across important chapters. Prior to a wider rollout, a systematic five-phase pilot plan was created to validate and incrementally enhance the solution.

The findings include a customized, technically integrated feedback system with a thorough implementation plan for Bank SME. Clear departmental job assignments, a centralized CRM feedback coordination unit, dashboards for real-time KPIs, and a Microsoft 365-based feedback loop are all features of the system. Planning, Technical Setup, Internal Testing, Live Execution, and Evaluation are the five systematic processes that make up the pilot period. Processing times, client satisfaction ratings, and response rates are important success elements. A scalable rollout strategy will be informed by the lessons learned from this phase. Longer future, Bank SME may investigate more sophisticated AI capabilities, such as potentially working with AI research specialists to create a proprietary Large Language Model (LLM) for feedback analysis.