Case Study: Kotak Mahindra Bank achieves 400% increase in CASA leads and faster fulfillment with CRMNEXT

Kotak Bank - Customer Case Study

Kotak Bank faced the need to deliver personalized, instantly fulfilled offerings, intuitive digital journeys, faster onboarding and smarter lead management at scale. To address these gaps, Kotak partnered with CRMNEXT, deploying its Unified CRM Platform along with CUSTOMERNEXT for continuous digital journeys and a Digital Lending Platform to modernize customer engagement and fulfillment.

CRMNEXT implemented a responsive, composable platform across 1,600+ branches and 13,000+ users with 200+ integrations, serving 60 million+ customers. The solution drove measurable impact: 400% increase in CASA leads (15 million new leads to date), 300% rise in credit card leads, 45% higher lead conversion, 40% reduction in sales turnaround time, 90% cut in loan processing time (Rs.11,000+ crores disbursed), and 250% increase in mobile adoption.

Kotak Bank

Sanjay Gupta

President & Business Head - IT