Case Study: Khan Bank achieves intelligent digital transformation and Customer 360 with CRMNEXT

Maximizing Customer Lifecycle Value With A Smart Customer Service Platform

Khan Bank, one of Mongolia’s largest banks serving 3.21 million retail customers (about 97% of the population), 0.13 million corporate customers, 520+ branches and 4,200+ users, faced gaps in service modernization, an actionable customer 360 (KYC & biometrics), holistic product data, smarter activity management, seamless integrations and insightful reporting. To address these challenges the bank partnered with CRMNEXT and deployed the CRMNEXT intelligent digital banking platform to centralize real-time customer data, support KYC/biometric integrations and modernize front- and back-office workflows.

CRMNEXT implemented a unified Customer Data Platform with 190+ integration touchpoints, 520+ product categories, 610+ dynamic fields, and support for Mongolian language (95% platform coverage), enabling AI-driven next-best-actions, straight-through processing and improved service fulfillment. The deployment delivered measurable outcomes including 85+ straight-through processes, 240+ first-time resolutions, 40+ reports (and 120+ out-of-the-box reporting options), reduced total cost of ownership and faster fulfillment across branches — demonstrating CRMNEXT’s impact on customer engagement, automation and operational efficiency.

Khan Bank