Case Study: RBL Bank Ltd achieves faster first-contact resolution and automated customer service with CRMNEXT

Transforming Customer Experience Anywhere, Anytime

RBL Bank Ltd, a banking network serving 2 million customers across 200+ branches with 500+ users, faced fragmented customer service: agents hopped between multiple systems, SOPs were complex, call management wasn’t integrated with backend systems, post-resolution engagement was inconsistent, and escalations surfaced too late. To address this, RBL Bank Ltd engaged CRMNEXT to streamline customer service using its Customer 360-degree, Service 360-degree and Dynamic Verification System.

CRMNEXT consolidated disparate systems (Vision Plus, Service First, DMS, CTI) into a single platform, delivering an intelligent Customer 360 view, automated SLA-driven Service 360 workflows and a multi-stage Dynamic Verification process. The implementation enabled first-contact resolution, automated work allocation and escalations, 100% SLA compliance for tracked cases, and zero-latency straight-through processing for actions like card block/unblock—resulting in faster issue resolution, reduced backend touches and a more consistent customer experience.

RBL Bank Ltd