India-based IndusInd Bank has successfully integrated with CRMNEXT platform across all its customer touchpoint to enhance engagement with them.
The bank will use the CRMNEXT platform to simplify customer on-boarding, introduce new products, and meet customer demands through automation.
The platform will equip the bank with a ‘Customer Action Center’ which will provide customers insights acquired from multiple sources, on a single screen.
IndusInd Bank can use this data to view customer relationships across its product offerings and improvise accordingly.
The CRMNXT platform will enable the bank to anticipate customer needs in advance and create tailored products.
It will also enable personalised sales and service offerings for the lender at lower operational costs.
The guided actions from CRMNXT will help the bank reorganise its engagement activities and build long-term relationships with stakeholders.
CRMNEXT director Sushil Tyagi said: “CRMNEXT is the leader in digital customer experience platform for banks with an exemplary delivery track record, we are confident to further power IndusInd in its growth strategy bringing efficiencies with large scale optimization and smart automation.”
IndusInd Bank will implement the platform at nearly 2000 branches, call centres and processing units across the country.
It will leverage the platform to power more than 150 digital and physical banking touchpoints such as ATMs, WhatsApp banking, email, SMS, mobile apps and more.
Other integrations include core banking, loan systems, credit card system, Aadhaar, and credit bureaus, among others.
IndusInd Bank CIO Biswabrata Chakravorty said: “The bank has created a digital customer experience and action platform leveraging the elasticity and resilience of the cloud and through robust API-led integration with all customer touchpoints.
“This platform will be accessed by all customer-facing channels and staff, making it challenging from a design point of view.”