Case Study: Axis Bank achieves 90% reduction in average service turnaround time with CRMNEXT

Axis Bank Driving Customer Experience Transformation at Axis Bank

Axis Bank needed to modernize its sales and service operations—addressing gaps in AI-driven sales enablement, smarter lead processing and routing, continuous digital journeys with instant fulfillment, and richer front‑channel analytics. To meet these needs, Axis Bank partnered with CRMNEXT and deployed the CRMNEXT solution as a unified platform to drive real‑time customer intelligence and scalable digital engagement.

CRMNEXT delivered an AI/ML‑driven customer‑360, automated lead scoring and 100% auto‑assignment, STP‑enabled service modernization, seamless onboarding and integrations across 32+ systems, rolling out to 80,000+ users and 2,700+ branches in 7 countries. The implementation produced measurable impact: a 90% reduction in average service turnaround time, 70% improvement in sales turnaround, 90% reduction in sales rework, 33% improvement in first‑touch resolution and 50% of branch cases enabled for straight‑through processing.

Axis Bank

Avinash Raghavendra

EVP and Head - IT