Case Study: India’s Leading Private Bank achieves rapid, secure, personalized customer communications with Newgen Software

A New-Age Bank in South Asia Redefines Their Banking Experience With Effective Customer Communications

A leading private bank in India with 300+ branches serving millions of retail and MSE customers sought to reinvent its customer experience but was hampered by manual, siloed communications — from statements and transaction advices to e-mailers — causing 2–3 day turnaround times, inconsistent branding, high printing/mailing costs, poor delivery tracking and security concerns.

By deploying Newgen OmniOMS CCM, the bank automated end-to-end communication workflows, standardized templates and integrated with existing systems to generate multi-format outputs and multi-channel delivery. The solution centralized secure archives, provided audit trails and delivery tracking, and enabled personalized, timely communications — cutting turnaround to 1–2 hours across 300+ branches while reducing errors, costs and improving customer engagement and staff productivity.