HDFC Bank
Delivering one bank experience On a responsive composable platform
Improvement in customer loyalty index
Results
Highlights
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1 L+
Users
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75 %
workforce penetration
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80 M+
customers
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100+
Integration Touchpoints
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8000+
Our Branches
The system is used by over 100,000 users and 8,000 branches, BUSINESSNEXT supports hundreds of integrations to unify fragmented technology investment that led to a fractured customer experience. The bank was able to decommission over 25 applications, and arm the front office with a single user experience. We have enjoyed 99.9% uptime availability & seamless scalability. It just seems perfect.
Vaibhav Samant
Senior Executive Vice President - HDFC Bank
what was HDFC Bank looking for
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HDFC Bank is India's largest private sector bank by assets and world's 10th largest bank by market capitalization.
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The bank sought to transform their customer experience across channels, touchpoints with a ONE banking vision.
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Such a digital strategy was first of its kind by any bank and faced tremendous risk due to inherent complexity and technological challenges with complex integrations.
solutions delivered
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UNIFIED CRM PLATFORM
With CRMNEXT, HDFC Bank enabled a single view of customer with multi-layered, real time information views incl. product holdings, finances, facilities, and account intelligence. Personalization at scale is achieved through AI driven predictions, scoring, segmentation, insights. Using algorithmic techniques like frequency scoring, whitespace analysis with Trinity Cross Sell Modeler and utilized guided call scripts to increase the probability of conversions, HDFC Bank delivered personalized offerings with faster approvals. Users got actionable reporting and analytics through role, geography-based reports with more than 10000 personalized reports sent daily to inboxes. Predictive dialling, IVR integration are built into the platform, with a centralized knowledge base helping to close calls at the first contact itself.
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SMART DIGITAL JOURNEYS
With CUSTOMERNEXT, HDFC Bank delivered instant digital account opening, with eKYC, Video KYC, leveraging 90+ ready connectors, including National IDs, AML, Core Banking etc. to deliver faster and seamless onboarding with complete regulatory compliance and 100% paperless documentation. Regain Win Back ModelerTM enables users to create and execute smart follow up processes to minimize dropouts. HDFC bank maximizes conversion rates with compelling experiences, AI driven insights and personalized offers that stand apart from competition.
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DIGITAL LENDING PLATFORM
With DLP, HDFC bank accelerated its digital loans & reduced lending turn around time by 90%. The platform enabled ready fintech connectors for eKYC, Video KYC, National ID Portals, Open Data Portals, eSign & more. Analytics-based credit offers increased cross sell and wallet share. Instant decisioning with AI-driven, automated underwriting led to faster disbursals, all with 100% regulatory compliance and visibility with real time alerts. Enabled intelligent, multi-process digital journeys across unassisted, assisted, partner products including personal loan, auto loan, business loan, gold loan, home loan, saving account, working capital, loan against mutual funds, mortgage, credit cards, corporate cards, ISA, digital onboarding.
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EMPOWERING RELATIONSHIP MANAGERS
With SMART RM, HDFC Bank turned every RM into a super RM with a AI driven personalized day planner, ability to prioritise work with the help of AI/ML models. They are now empowered with Straight Through Processes from address updates to changing EMI cycles and more. AI analyes 20+ different parameters segment, product holdings, digital footprints and more to deliver contextual next best actions. By combining Smart RM with Open Communication Platform (OCP), RMs can deliver continuous engagement across Voice, Text, Email, WhatsApp, Google Business Messenger, Facebook messenger and more. With conversation strikers, they can personalize conversations. RM supervisors can do real time call campaign efficiency analysis, get portfolio insights and collect better signals for processing prescriptive actions like nudges and seamlessly takeover chat in real time.
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ZERO CODE, INTELLIGENT RISK RATING PLATFORM
RISKNEXT enabled HDFC Bank to manage risks profitably with end to end borrower management, capability to analyze different rating behavior scenarios with customizable risk models, configurable to any industry, group entities and size. The platform delivered flexible, designer driven, zero code rating models with 25+ pre-built models, with the flexibility of creating custom models with minimal training, custom templates creation, ratio computation, currency handling and more with excel downloads enabled. Risk teams could easily set up end to end rating journeys with smart, guided financial model selection, with the option to manually override suggested models. HDFC Bank enables corporates to upload their financial data, including reports etc, automating verification and processing operations, thus improving data quality and decreasing waiting downtimes.