Case Study: National Bank of Oman achieves 240% increase in lead conversions and 75% reduction in service turnaround time with CRMNEXT

National Bank of Oman makes customer experience delightful on a unified Banking CRM platform

National Bank of Oman faced fragmented customer data, siloed lead and opportunity tracking, lengthy onboarding, slow service resolution and inefficient cross-selling across its network of 60+ branches and 1,500+ users. To address these challenges it engaged CRMNEXT and adopted a unified Banking CRM platform to consolidate data and streamline customer touchpoints for marketing, sales and service.

CRMNEXT implemented a Customer 360 view, real-time product and transaction mashups, integrated lead management across channels with automated assignment and fulfillment, and algorithmic, event-driven cross-sell offers. As a result, CRMNEXT helped the bank achieve a 240% increase in lead conversions, 60% uplift in cross-sell, a 45% rise in Customer Loyalty Index and a 75% reduction in service turnaround time.

National Bank of Oman

Faizal Eledath

Chief Information Officer & Head of Transformation