Case Study: YES BANK achieves digitized field sales productivity and customer self-service with Microsoft Corporation's Kaizala and Power BI

YES BANK digitizes field sales processes for productivity gains and enables customer self-service using Kaizala

YES BANK, one of India’s fastest-growing private sector banks, needed a better way to drive internal communication, digitize field sales work, and support faster customer service. Working with Microsoft Corporation and its Microsoft Kaizala platform, the bank wanted a familiar, chat-like tool to share institutional messages, streamline sales processes, and reduce manual reporting across its 20,000+ employees.

Microsoft Corporation implemented Kaizala, integrated with Power BI and YES BANK’s CRM, to create digital work groups, real-time surveys, and self-service request channels. The solution digitized sales workflows, cut reporting delays, and enabled real-time MIS access; YES BANK said the sales process that once took about a day and a half was reimagined in the field, with productivity gains of around 2x to 3x and MIS collation reduced from 10 days to real time.

Yes Bank

Anup Purohit

Chief Information Officer