This is the best example of CRM any bank can learn from.
I had lost my credit card with a credit limit of over 1 lac. I never knew when I lost it and came to know only when the Mr. Anand Karunakarn, Sr. Manager - CRM called me on my cell in the morning of 13 Mar to verify whether I had made any transaction on 10 Mar of Rs.10, 000 from one Ms. M.V.Jewellers, Motiwala Bldg, Dhanji St., . To my shock I responded no. He asked me whether I am in possession of the Credit Card.
Another shock as I couldn’t find it. He immediately blocked my card and suggested I report the matter to police and send him the report along with the another report duly filled in, which he sent through mail. I later came to know that there were not one but 2 transaction, one after another of total 30, 000/-. The Bank had been very quick to alert me and took some quick action.
I was very happy when they sent me my new credit card on 15 Mar. Since then, I have promised to give them most business when I do my purchase through credit card.