Case Study: IDFC Bank Ltd. achieves 2.5x sales growth and personalised customer experiences with Salesforce

IDFC Asset Management Company delivers personalised online experiences to customers with Salesforce

IDFC Asset Management Company, a leading Indian mutual fund house with over one million investors across 46 cities, set out to deepen customer relationships and grow share of wallet through more personalised, contextual communications. The marketing team needed a scalable campaign-management solution to run large direct-marketing programs, automate email and SMS journeys, manage large databases and produce meaningful performance reports to improve retention and conversions.

By adopting Salesforce Marketing Cloud, Social Studio and Tableau CRM (Einstein Analytics), IDFC AMC automated segmented email/SMS journeys, used behaviour-driven insights to time reminders and optimise channel spend, and tailored content to high‑value customers. The programme drove a 2.5x increase in gross sales, sharply reduced unsubscribes (0.06% in Jan–Dec 2020) and improved engagement and conversion across digital channels.

IDFC Bank Ltd.

Shwetal Kothari

Vice President – Digital Marketing