Case Study: IndusInd Bank achieves digital transformation and next-generation customer engagement with CRMNEXT

Induslnd Bank

IndusInd Bank, a next‑generation retail bank serving 12 million customers across 1,800+ branches, sought to eliminate fragmented processes, low visibility and long turnaround times by adopting a single, agile customer engagement platform. To achieve a real‑time customer 360, streamlined onboarding and personalized engagement at scale, IndusInd Bank selected CRMNEXT’s next‑generation CRM platform to automate and customize sales, service and relationship workflows.

CRMNEXT unified 180+ integration touchpoints (including core banking and legacy systems), enabled straight‑through processing, biometric eKYC onboarding, personalized campaign management and automated deliverable workflows, while decommissioning legacy platforms. The deployment delivered measurable impact for IndusInd Bank: a 50% increase in lead conversion, 60% reduction in sales turnaround time, 90% reduction in average service turnaround time, 85% improvement in first‑time‑right documentation, 150% increase in mobile adoption and ~50% of branch requests moved to STP — across 16,000+ users.

IndusInd Bank

Soumifra

Head - Consumer Banking