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"With CRMNEXT we have been able to successfully bring all processes related to customer relationship including sales, services, campaigns, and performance management across all physical and digital channels on a unified agile platform."

- Nguyen Huu Hung, Head Of Strategic Projects & Data Analytic

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  • 2,500+

    Enterprise Users

  • 1000+

    Mobile Users

  • 100


  • 7

    Systems Integrated

  • customer challenges

    • TP Bank wanted to embark on an empowering journey for its 3500+ users and 100+ branches by integrating multiple systems on a single scalable platform that delivered a powerful customer action center. They wanted to immigrate from fragmented to streamlined customer intelligence to increase campaign responses. TP Bank wished to shorten lengthy call handling due to multi-system hopping. It wanted to offer its sales team with expanded sales pipeline visibility and actionable reports with zero lag to take timely actions.

  • solutions provided

    • Actionable 360° view

      • CRMNEXT empowered TP bank servicing teams with a intelligent and comprehensive customer profile on a single screen by fetching data from multiple systems. The bank now had a centralized platform for all information including product holdings, data from transaction systems, interactions, past cases, solutions etc. enable higher resolutions rates on first contact. Executives have access to real-time intelligence at the point of interaction, thus easily building a meaningful and long lasting relationship with customers.
    • Unified execution platofrm

      • Powered by Autonoma Integrations ™, TP Bank was able to integrate 7+ systems with CRMNEXT from a single window and platform. It seamlessly integrated with multiple platforms like FCC (corebanking), Electra (card management), OmniDocs (LOS) etc. This resulted into reduced application hopping that freed up agents to build one on one engagement with customers. Smart CTI integration and system assisted journeys based on type of query, complain or request and automated tagging of related solutions allowed the agents to accurately close calls at first interaction from a single platform.
    • Empowered relationship management

      • By recording account details within Banking CRM, relationship managers can now build rich, detailed profile and history that lays the foundation for a more meaningful, long-term business relationship. Seamless integration with third party profiling sites for ready, verified customer information. This translated into significantly increased RM activities being undertaken to drive engagement and asset size.
    • Real-time performance measurement

      • Automated SLA matrix with internal and external SLAs based on multiple criteria ensures 100% compliance. Catalyst Performance Modeler™ by CRMNEXT, enable smart planning and review of RM activities from a single screen, with roll-up capability on basis of hierarchies & teams. TP Bank executive teams can now create plans and setting targets based on multiple parameters like no. of accounts, customer mix, product mix, users, territories etc. Relationship managers now have real time visibility of opportunity, pipeline, forecasting & conversions with CRM for Bank. Management can then develop timely course correction strategies to ensure stakeholders achieve their targets.
  • The Results realized

    • 115% Increase in lead conversions

    • 40% Increase in cross selling

    • 180% Increase in leads generated

    • 72% Increase in campaign ROI

    • 145% Increase in First Time Resolution

    • 75% Decrease in service Turn Around Time

    • 35% Increase in straight through processing

    • 66% Increase in service quality index

customer success stories

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