Case Study: HDFC Bank achieves 'ONE BANK' unification and 208% lead conversion uplift with CRMNEXT

Achieving the ONE BANK vision with unified Banking CRM platform

HDFC Bank, with 55,000+ users, 4,000+ branches and fragmented customer data across many systems, needed to achieve its “ONE BANK” vision by building a comprehensive 360° customer view and addressing disjointed selling processes, slow reconciliation/reporting and low visibility for cross‑sell/up‑sell. To solve this, HDFC Bank engaged CRMNEXT to implement a unified Banking CRM platform.

CRMNEXT deployed a private‑cloud Digital Banking CRM that consolidated 28 systems, integrated 16 systems, reduced application hopping and automated workflows to provide actionable intelligence at the point of interaction. CRMNEXT’s solution delivered 99.9% uptime and measurable gains: 208% increase in lead conversion, 40% higher cross‑selling, 90% reduction in sales TAT, 52% improvement in service quality, 42% uplift in NPS, 370% more leads generated, 73% of staff using the CRM and 10,000+ personalized reports produced daily.

HDFC Bank

Rajesh Wagh

Sr. Vice President (IT)