Indusland Bank

IndusInd Banner

Results Results

  • 50%

    Increase in Lead conversion rate

  • 60%

    Reduction in Sales TAT

  • 90%

    Reduction in average service TAT

  • 85%

    Improvement in First Time Right documentation

  • 42%

    Branch service requests are enabled for straight-through processing

  • 150%

    Increase in mobile app usage

  • 70%

    Workforce penetration

  • 180%

    Integrationtouchpoints

Highlights Highlights

  • 16 K+

    Users

  • 1800 +

    branches

  • 12 M

    customers

  • 180+

    Integration Touchpoints

  • 99+

    Workforce Penetration

  • 150+

    Increase in Mobile Adoption

download Success Stories

Technology and innovation have always been a critical focus area for the bank and that has been key towards achieving customer satisfaction. In keeping with this vision, we are delighted to integrate our banking systems with the CRMNEXT platform which will help automate and personalize processes, so that we can focus on meeting the unique needs of every customer and be even more strongly able to deliver stellar user experiences across the board.

testimonials

Mr. Soumitra Sen

Head - Consumer Banking - IndusInd Bank

what was IndusInd Bank looking for

  • Faster end to end processes that reduced turnaround times

  • Intelligent, insightful and actionable customer 360 Intelligence

  • Capability to deliver personalized sales and service experience

solutions delivered

  • Intelligent Customer Action Centre

    CRMNEXT designed an insightful 360-degree customer view for IndusInd Bank users to view a real-time display to trigger customised and intelligent engagement with customers on a single screen with quick action links by unifying disjointed systems - Talisma, DCMS, Finacle, PULSE, INDUSNEXT. Users can deliver instant fulfilment with 35 straight-through processes and even 50% of branch cases are enabled for straight-through processing for instant fulfilment.

  • Seamless Customer Onboarding

    With the help of Autonoma Integrations, end-to-end onboarding and welcome processes, including biometric authentication are now fully integrated into a single system. More than 1 million+ leads per month are being managed on CRMNEXT with process compliance with FATCA and eKYC needs. Automated integrations with DWH, back office and core banking systems eliminated the need for multi-window jumping and empowered service teams with quick action buttons on a single screen. Indusind Bank now experiences increase in transaction intensity in the account, improved digital activation, reduced attrition and improved NPS and customer satisfaction scores.

  • Personalized Offer Management with Smarter Campaigns

    IndusInd Bank users can deliver dynamic personalized offers with real-time visibility on eligibility, auto-filled applications, upload documents and application status. The superior customer intelligence that CRMNEXT delivers is used for superior product targeting and service delivery that creates enduring profitable relationships. Personalized campaigns are sent out from integrated campaign management, and these are made available to the customer-facing staff to pitch for walk-in clients as well those reaching out to the contact centre, rendered and serviced within CRMNEXT with instant fulfilment capability. This has delivered a significant increase in the product holding per customer for IndusInd Bank.

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