Case Study: Bank Danamon Indonesia achieves Digital-First Transformation and Accelerated Digital Lending with CRMNEXT

Bank Danamon Indonesia - Customer Case Study

Bank Danamon Indonesia needed to accelerate its digital transformation but was missing a modern CRM platform, smarter digital journeys with instant fulfilment, and faster digital lending. To close those gaps the bank partnered with CRMNEXT, deploying the CRMNEXT platform along with CUSTOMERNEXT and a Digital Lending Platform to modernize customer engagement and front‑end digital journeys.

CRMNEXT implemented a responsive, composable platform that provides a unified customer view, real‑time intelligence and seamless integrations across channels and 1,200+ branches. The solution now serves 10,000+ users and 10M+ customers, with 70+ integration touchpoints, 200+ communication templates, 300+ data points for live intelligence, 180+ first‑touch resolution types and a reduction in call types from 6,000 to 526—delivering measurable gains in customer lifecycle value and operational efficiency.

Bank Danamon Indonesia

Henny Liu

SVP IT Digital & Front-End Solution Head