CRMNEXT
32 Case Studies
Case Study: SBI Life Insurance achieves frictionless, end-to-end digital transformation with CRMNEXT
A CRMNEXT Case Study
Revolutionizing Life Insurance with an Intelligent, Unified Digital Technology
SBI Life Insurance — serving 12 million customers through 800+ branches and 12,000+ users — faced fragmented systems that caused delays, inaccuracies, low lead conversion and limited business transparency, along with manual paper/email processes that lacked SLAs and auditability. SBI Life engaged CRMNEXT to deliver a unified, intelligent digital CRM platform to eliminate silos, automate workflows and enable SLA-driven execution and tracking.
CRMNEXT implemented Customer Servicing, Sales 360, Marketing 360 and Policy Servicing capabilities — including a holistic 360° customer view, multilingual template management, omnichannel lead capture with e-KYC integrations, DMS, configurable workflows and campaign performance tracking. The CRMNEXT solution produced seamless end-to-end digital journeys, higher conversions, drastic reduction in post-issuance grievances, faster payouts and claims, and real-time, actionable customer intelligence with measurable campaign and lead metrics supporting SBI Life’s 12,000+ users and 800+ branches.
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