Case Study: India’s Leading International Bank achieves streamlined, personalized customer communications with FCI CCM

One Of The India’s Largest Public Sector Bank Leverages Ccm Software To Streamline Their Customer Communications

Leading International Bank, a century-old institution serving 69 million customers across 25 countries, faced fragmented customer communications, outsourced statement printing, and limited digital reach because it lacked email addresses for many customers. The bank engaged FCI CCM’s customer communication management (CCM) solution to centralize batch and on‑demand communications, enable omni‑channel delivery and drive its digital transformation and customer‑centricity goals.

FCI CCM implemented encrypted PDFs, dynamic HTML5 documents and secure personalized web URLs (pURLs) sent via SMS to reach all 69 million customers, consolidated CASA, credit card, deposit and loan statements into a single interactive statement, and added self‑service and targeted promotional capabilities. As a result, FCI CCM helped reduce template counts by up to 80%, cut manual processing and IT dependence, improved time‑to‑market and operational efficiency, and enabled personalized, measurable customer engagement and revenue opportunities.