Case Study: HDFC Bank achieves unified real-time customer experience management with CloudCherry

Turning Transactions into Delightful Experiences

HDFC Bank, one of India’s largest private-sector banks, wanted to track customer experience across all channels as banking shifted increasingly online. Its existing in-house system handled offline feedback reasonably well, but it could not fully capture digital interactions or provide a unified view across business verticals. CloudCherry was brought in to help HDFC Bank create a seamless omni-channel customer experience management process.

CloudCherry implemented a real-time, unified CEM platform across HDFC Bank’s website, net banking portal, mobile banking app, ATMs, and survey programs. The bank gained a single dashboard for online and offline feedback, faster turnaround on survey data, automated reports, and real-time insights for course correction. With CloudCherry, HDFC Bank also benefited from lower-cost, more efficient CX management and stronger ability to respond to customer needs as they happened.

HDFC Bank