Case Study: YES BANK boosts field sales productivity 2–3x and enables customer self-service with Microsoft Power BI

Yes Bank - Customer Case Study

Yes Bank, one of India’s largest private banks with 1,000 branches and over 20,000 employees, needed to digitize field sales processes, speed up information flow, and create a customer self-service channel for merchants and retail customers. To address these challenges the bank worked with Microsoft Power BI, deploying Microsoft Kaizala (and related Microsoft services) to provide a familiar chat-driven interface for communication, hierarchical group management, and field data collection.

Microsoft Power BI’s implementation of Kaizala created chat groups, smart survey/poll forms and an API integration with YES BANK’s CRM, enabling real-time data capture on the field and a merchant self-service workflow for POS incidents and retail requests. The change digitized a sales cycle that previously took about 1.5 days, turned a 10-day MIS collation into real-time reporting, and delivered an estimated 2x–3x productivity gain for sales staff while improving customer satisfaction.

Yes Bank

Deodutta Kurane

Group President – Human Capital Management