Axis Bank and CRMNEXT win IBSi’s Innovation Awards 2021 for the Best CRM System Implementation

By Gaia Lamperti

The bank improved its service turnaround time by 90% with CRMNEXT’s retail & corporate banking solution

Axis Bank, the leading banking and financial services provider in Asia, and CRMNEXT were recognized for the “Best CRM System Implementation” at IBS Intelligence Global FinTech Innovation Awards 2021, which are referred by prominent global bankers and IT consultants as the most prestigious of their kind across the world. The felicitation ceremony was held virtually on Thursday, December 16th 2021 and Naval Kumar Lad, Sr.

Vice President, Information Technology, Axis Bank, accepted the award on behalf of the bank. The bank has implemented CRMNEXT for sales and service modernisation enabling Straight through Processing and instant fulfilment. The platform also enables smarter lead processing automated routing, complete tracking and visibility.

Axis Bank users have deep customer intelligence through Business Intelligence Unit (BIU) integration for superior product targeting and service delivery. Thanks to this rich intelligence, the bank can now generate dynamic personalized offers with real-time visibility on eligibility. CRMNEXT also delivers intelligent analytics for real-time customer intelligence, seamless customer onboarding and enabled relationship managers with automated relationship programs for high-value customers.

“Keeping in line with our core values of customer centricity, CRMNEXT Solution has acted as a catalyst to enhance this vision. The solution flexibility allows for the upsell and cross-sell offerings to reach the right customers at the right time. Also, the CRM service offering has helped us in efficiently resolving service requests within customer TATs.” said Avinash Raghavendra, EVP and Head – IT, Axis Bank.

“This award further solidifies our position in the region as the technology partner of choice. We are delighted to deliver tangible results for Axis Bank and look forward to supporting them in their future digital initiatives,” said Sushil Tyagi, Director, CRMNEXT.

Robin Amlôt, Managing Editor of IBS Intelligence, said about the recognition: “Many Congratulations to CRMNEXT and Axis Bank for winning the Best Project Implementation award part of the Best CRM System Implementation category at the 3rd edition of the IBS Intelligence Global FinTech Innovation Awards 2021. CRMNEXT has done well across editions of the IBSi Global FinTech Innovation Awards.”

High Impact Outcomes from CRMNEXT Implementation at Axis Bank include:

• 90% Reduction in average service turnaround time
• 100% Auto assignments of leads across products
• 90% Reduction in rework during the sales process
• 70% Improvement In Sales Turnaround Time
• 50% Branch cases are enabled for straight-through processing for instant fulfilment
• 33% Improvement in First Touch Resolution leading to a reduction in repeat calls and rework
• 80% Workforce penetration
• 80% Increase in mobile app usage
• 32+ Systems integrated
• 80,000+ users
• 2700+ branches
• 60+ Products across assets, liabilities, Retail, Corporate