Case Study: City Union Bank achieves smoother customer banking experiences with Kaleyra Click-to-Call

Kaleyra helps City Union Bank offer a smooth banking experience to its customers

City Union Bank, a leading private-sector bank in India, wanted to deliver a premium digital banking experience with human support while improving how its relationship managers handled customer conversations. The bank struggled with using personal mobile phones for calls, which made it difficult to trace past interactions, monitor performance, record conversations, and maintain consistent service quality. Kaleyra’s Voice product, specifically its Click-to-Call solution, was used to address these communication challenges.

Kaleyra integrated secure Click-to-Call into City Union Bank’s existing systems and CRM, enabling relationship managers to connect with customers instantly, mask phone numbers for privacy, and access call recordings and real-time dashboards. The results included a 30% increase in customer calls in the first month, a 17% increase in lead conversions, greater transparency through call monitoring, and a more streamlined cloud-based communication process that reduced infrastructure management costs.

City Union Bank