Case Study: State Bank of India achieves omnichannel customer transformation and faster onboarding with CRMNEXT

Cementing banking dominance with a experience driven, integrated CRM platform across all lines of businesses

State Bank of India, the country’s largest bank with $500 billion in assets, 23,000 branches and 500M+ customers, faced rising digital expectations and fragmented systems that hindered personalized sales, faster onboarding and quicker service resolution. To drive a customer-centric transformation and omnichannel sales automation, State Bank of India selected CRMNEXT to deliver a unified CRM platform and lifecycle management solution, including customer 360 views and the Trinity Cross Sell Modeler.

CRMNEXT implemented a group-wide solution integrating 300+ systems (CIBIL, eKYC, UIDAI/PAN, IGMS), automating 200+ processes and enabling 325,000+ users across 20 legal entities to centralize lead capture, streamline onboarding, enable straight-through processing and provide real-time dashboards. The deployment produced faster sales execution and higher lead conversions, significant reductions in service turnaround and call transfers with improved first-time resolution, increased cross-sell performance, and quicker, data-driven decisions across 40+ lines of business.

State Bank of India