IndusInd Bank completes integration with CRMNEXT; Bank aims to transition to a digital platform

By Edil Corneille

IndusInd Bank announced its integration with CRMNEXT, an enterprise solution provider for banks and financial services. The bank will now be able to simplify the customer onboarding process, introduce new products, and meet customer demands by automating and customizing processes to fit modern-day financial requirements. The CRMNEXT platform will empower IndusInd Bank with an intelligence-driven ‘Customer Action Center’. This will provide complete information to the bank on the customers acquired from multiple sources, and it will make the information available on a single intuitive screen.

Biswabrata Chakravorty, Chief Information Officer, IndusInd Bank enunciated, “The launch of the next generation CRM platform is in line with IndusInd Bank’s vision to transform to a Digital Bank focussed in providing best-in-class banking services enabled through innovative use of technology. The Bank has created a digital customer experience and action platform leveraging the elasticity and resilience of the Cloud and through a robust API led integration with all customer touch points…IndusInd Bank has leveraged partnership with industry leading platforms like CRM Next, VmWare and Amazon to deliver on this ask and architected it for a seamless client experience.”

Appended below, are some of the benefits of the integration with CRMNXT:
• The integration will enable the bank to anticipate customer needs well in advance, and craft personalized offerings.
• Codeless, visual digital journey designers enable personalized offerings with faster turn-around-time and lower operational costs.
• Guided actions will help the teams at the bank to curate their engagement activities, and build long term relationships with stakeholders.

Sushil Tyagi, Director, CRMNEXT stated, “With the increasing influence of digital in customers’ everyday lives, it’s critical for banking institutions to deliver a delightful and consistent digital experience. 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.”

The platform will be implemented across IndusInd Bank’s wide network of nearly 2,000 branches, call centres and processing units for sales and service operations. It will integrate and power all digital and physical banking touchpoints including ATMs, WhatsApp Banking platform, Email, SMS, Mobile apps, etc., as well as over 150 integration touchpoints including core banking, loan systems, credit card system, Aadhaar, credit bureaus among others.