Case Study: ICICI Bank achieves streamlined customer engagement and increased cross-sell with CRMNEXT

ICICI Revamping business strategies with a unified Banking CRM platform

ICICI Bank, serving 50,000+ users across 4,500+ branches in 19 countries with integrations to 23 systems, faced siloed sales technologies, fragmented onboarding, poor pipeline and campaign visibility, and the need to hop between multiple systems for customer information. To tackle these challenges, ICICI Bank engaged CRMNEXT to deploy a unified Banking CRM platform (digital Banking CRM) to consolidate channels, processes and data into a single system.

CRMNEXT implemented an integrated solution capturing leads from web, mobile, branch, email and SMS, delivering a customer 360, guided onboarding linked to back-office systems, campaign sharing and RM activity calendars, and real-time conversion tracking. The CRMNEXT platform streamlined onboarding, boosted cross-sell opportunities, improved lead generation and conversion, amplified workforce productivity and accountability, and delivered clearer campaign ROI and actionable performance insights across ICICI Bank’s network.

ICICI Bank