Case Study: Leading Private Bank in India achieves streamlined, consolidated customer statements and personalized communications with Newgen Software

Implementation of Newgen’s Customer Communication Management Solution

A leading private Indian bank (IndusInd) sought to intensify its customer relationship management by streamlining delivery of statements and correspondence. The bank needed a single-vendor, end-to-end output management solution to consolidate information from multiple sources into single customer statements, enforce branding, manage multiple statement cycles and archives, track returned mail, and generally enhance the customer experience.

Newgen implemented its Customer Communication Management (OMS) to send consolidated, branded e-statements via email, archive statements in a central repository, integrate with internet banking and CRM, track bounced mail and manage e-statement subscriptions. Deployed in 2008–09, the solution produced clearer, platform-agnostic communications, enabled personalized greetings and spending analytics for targeted offers, improved customer loyalty and cross-/up‑selling opportunities, and was rolled out alongside other Newgen workflow solutions across the bank’s branches.