CRMNEXT for Retail banking CRMNEXT has to its credit the largest Banking CRM implementation in the world with 3,25,000+ users across 5,000+ locations and 36 countries. With proficiency in creating customer journeys from digital on-boarding through all aspects of assisted services, we are focused on the delivery of high-quality CRM implementations.

1. RETAIL BANKING
CHOOSE TRANSFORMATION IN EVERY ASPECT OF YOUR BUSINESS -
FROM SALES TO SERVICE TO MARKETING

2. Unlike earlier, it’s not enough for CRM solutions to operate
in isolation, hoard data that doesn’t provide insight, or rigidly
dictate customer interactions with the enterprise. Empowered
by technology, today’s customers demand superior, faster
& personalized service, customized offerings, and greater
control over their product experience. CRMNEXT empowers
you to do that. And more. All on a cloud native platform.
HOW
Putting the
‘Relationship’
back in CRM

3. Cloud Native Continuous Engagement Platform
Sales Management
Marketing Management
Performance Accelerators
Business Process Designers
Customer Service Management
Codeless Configuration Toolbox
Enterprise Integration Engine
• Lead Management
• Account Management
• Contact Management
• Opportunity Management
• Offer Management
• Multichannel Lead Capture
• Assignments And Routing
• Alerts & Escalations
• Customer Organization Charts
• Sales Coach
• Cross Sell Management
• Tasks & Calendar
• Internal Collaboration Engine
• Knowledge Management
• Camapign Designer
• Template Management
• Static & Dynamic Target Lists
• Budgets & Expenses
• Offer Management
• Multi Channel Campaigns
• Multi-wave Campaigns
• Catalyst Performance Modeler$
• Autoflow DesignerTM
• Document Management
• Target & Forecasting
• Team Management
• Multiple Team Selling
• Deduplication
• Multi Level Territory
• Process & Workflow Designer
• Forms & Layout Designer
• Integration Designer
• Reports & Dashboards
• Mobility
• AI Powered Scoring1
• AI Powered Insights1
• Digital Customer Journeys2
• ML & NLP Bots Based Support1
• Lead Capture & Assignments
• Campaign ROI Tracking
• Conversion Tracking
• Reports & Dashboards
• Predictive Modelling1
• AI Powered Insights1
• Trinity Cross Sell Modeler$
• Screenflow DesignerTM
• Multi-channel Case Capture
• Case Management
• Case Routing
• Case Escalation
• Solutions
• Knowledge Management
• Templates
• Auto-response
• CTI Integration
• Custom Fields
• Custom Objects
• Custom Layouts
• Active Cards
• Alerts & Escalation Engine
• Deduplication
• Assignment Rule Engine
• Autonoma Integration™ Engine
• Mashup Anywhere
• Training Management
• Data Leak Protection
• Mobility
• Internal Collaboration Engine - Pulse
• AI powered Insights1
• Reports & Dashboards
• ML & NLP Bots Based Support1
• Digital Customer Journeys2
Social Media Management
• Twitter Integration
• Facebook Integration
• Linkedin Integration
• Lead Capture
• Case Capture
• Contact Capture
• Response Management
• Reports & Dashboards
• Reports & Dashboards Designer
• Teams Management
• Territory Management
• Products Management
• Roles Management
• User Management
• Web APIs
• Messaging Queues

4. Instead of seeking customers for products, find products for customers.
CRMNEXT delivers dynamic intelligence on the fly for RMs to match
relevant up-sell and cross-sell opportunities with customer needs and
boost loyalty with profitability.
and AI into Faster Sales
Blend the Power of Simplicity

5. Faster Sales Cycle with Lead Scoring
CRMNEXT delivers with an end to end digital journey for faster
processing of leads, captured from multiple sources including website,
email, branch visits etc. The platform automatically scores leads based
on multiple predefined or customizable parameters for sales teams
to prioritize actions. Leads are auto assigned/routed with intelligent
rules based on skills set and expertise. Relationship Managers can
also manually capture leads and conduct seamless prospecting with
context-based coaching tips and action points at every lead stage to
increase closure rates. Sales teams and relationship managers are now
able to instantly access prospect intelligence at point of interaction.
Guided Cross Sell with Personalized Offers and
Playbooks
CRMNEXT displays personalized offers and insights with respect to
customer profile through algorithm techniques like frequency scoring,
whitespace analysis with Trinity Cross Sell ModelerTM
and utilizes
guided call scripts and playbooks to increase the probability of
conversions. Real time alerts from various systems integrated to provide
event based triggering such as large deposits, channel usage, etc laid
the foundation for building a meaningful relationship.
Usability powered by Artificial Intelligence
CRMNEXT brings the power of AI to the palm of your hand with
DATANEXT. Use machine learning, natural language processing,
natural language generation, image detection, virtual assistants, deep
neural networks and other AI technologies to improve engagement
and sales decisions. Now your daily task are more productive with with
real time insights and AI based nudges to achieve your targets.
Customers value personalized and value
enhancing service more than anything else.
90%

6. An incredibly simple and intuitive user interface, best-in-class user
experience, an ability to deliver Anything, Anytime, Anywhere
(AAA Class), a no-training-required solution, and profitable customer
interactions are just some of the things that CRMNEXT offers. Instead
of being a drag on performance and an unwieldy cost center like
some other ‘solutions’, CRMNEXT comes with the potential to extend
customer service into a profit center!
Contact Center to
Trusted Brand

7. Intelligence Driven Customer 3600
CRMNEXT builts immensely rich customer profiles with real time display of product
holdings and transactions, interaction, engagement analysis and real time customer
intelligence for superior product targeting, service that created enduring profitable
relationships.Ready connectors available for integration with third-party sources
delivers ready-to-use, verified profile information.
Integrated Service Desk
Unify voice and digital touchpoints. Proactively respond to customers at a personal
level and eliminate a one-size-fits-all approach. Connect and engage customers
on synchronous and asynchronous channels such as Live chat, video chat, co-
browsing, voice, chatbot/virtual customer assistant, conversational interfaces, AR/
VR/immersive, Email, SMS, messaging, social care, external communities with mobile
app support.
High First Contact Resolutions
CRMNEXT users can deliver correct resolution to customer issues with solution
suggestions at the first contact itself. A centralized platform for all information
including product holdings, data from multiple systems, interactions, past cases,
solutions etc generates a holistic treasure trove of customer information. Seamless
integration with DMS (Document Management System) guides agents to the right
service collateral.
Offer Omni-Channel Continuity
Protect experience context when customers switch channels, be it self-service, web,
social, chat or mobile. Be with customers as they switch between proactive outbound
communication and inbound service queries. Transition seamlessly from mobile and
IVR self-service to agent-assisted conversations.
Customers relate faster and
accurate First Touch Resolutions as
#1 criteria for brand referrals.
90%

8. Marketing leaders understand the importance of personalization, speed and
timing of omnichannel campaigns for attracting and retaining customers.
CRMNEXT brings to your finger click a campaign designer, an out of the box
visual tool to personalize, automate and execute omnichannel campaigns. It
provides a single interface for complex campaign logic, segmenting customer
data and implementing campaigns like sending emails, flyers, newsletters,
event invitations etc. In an age where brands across industries are battling
each other for mindshare, it becomes critical for you to execute laser-
targeted, high-impact and insight-driven campaigns along with personalized
messaging across all touch points. Set your cross channel messaging in a
unified direction with CRMNEXT.
Execute Faster Go to
Market Strategies with
Personalized Campaigns

9. Right transactional messaging at the right moment
CRMNEXT empowers you to create and deploy real time transactional
messaging immediately in response to any event or customer action.
Make customer profiles richer
Drill down segmentation to a single customer with profile enrichment through
seamless multi system integration with Autonoma IntegrationTM
.
Intelligently build personalized emails without HTML coding
Create compelling tailored content for each customer through codeless drag
and drop structure. Define personalization, add title, links and backgrounds etc.
Plan and set custom delivery schedule.
Target multi-lingual, multi-regional audience in a single
workflow
Use multilingual delivery to engage customers in any language without creating
different delivery workflows for every lingual variant of the same message.
Automatically segment and target customers in their preferred language.
Avoid contact fatigue by optimizing communication schedule
Curb email marketing fatigue by creating limits for individuals and applying
them to delivery workflows across channels. Extract and share insights.
CRMNEXT provides powerful dynamic reporting with visually rich dashboards
with deep drilled down reports on campaigns. Customize reports and automate
stakeholder reporting on a one time or recurring basis.
Segmented campaigns see higher
conversion rates that non segmented
campaigns.
30%

10. Customer
segmentation
and target lists
Campaign
designer
Campaign
execution
Content
management
Campaign
analysis
• Dynamic target list
• Static target list
• Segment to the power
of one
• Omni-channel flow
designer
• Template management
• Multiwave campaigns
• Omnichannel
execution
• Lead scoring
• Response
management
• Smart words powered
by AI
• Centralized Library
• Budget and expenses
• ROI analysis
• Reports & Dashboards
Key Functionalities

11. Testimonials
Rajesh Wagh - Vice President (IT)
HDFC BANK
We believe in CRMNEXT. With over 1,00,000+
users & 4,500+ branches & multiple integration
points, it was hard for any system to match our
expectations. We have enjoyed 99.9% uptime
availability & seamless scalability. It just seems
perfect.
“
“
Sanjay Gupta, President & Business
Head – IT, Kotak Mahindra Bank
The challenges posed by a dynamic business
environment has necessitated that we constantly
innovate and upgrade ourselves to make
banking seamless for our customers. CRMNEXT
platform is a strategic investment, enabling us
to deploy smart, intelligent journeys resulting
in faster fulfillment and go to market for our
new products and services and lower cost of
sales. It has boosted our capabilities to deliver
superlative customer experience and further
strengthen customer loyalty.
“
“
Samrat Das - CIO, TATA AIA
TATA AIA as a brand stands for trust. We are
ensuring customers enjoy the highest level of
convenience at all touch-points. It has helped us
tointegrate,refineandadoptprocesses,diversify
offerings and provide a single platform with a
powerful 360 view. It has definitely helped us
in our journey to become more customer driven.
“
“
Eric Vas, President, Motorcycle Business
Bajaj Auto Finance
The platform offers high flexibility, scalability
options and automated end to end loan
origination process.
“
“
Soumitra Sen - Head - Consumer
Banking, Indusind Bank
We are delighted to integrate our banking
systems with the CRMNEXT platform
which will help automate and personalize
processes, so that we can focus on meeting
the unique needs of every customer and be
even more strongly able to deliver stellar
user experiences across the board.
“
“
Avinash - Sr. Vice President IT
AXIS Bank
ACIDAES has helped us to bring our critical
40,000+ people involved in acquiring
and managing customers on a common
platform. Despite all the complexities of our
retail and corporate operations, its unique
Catalyst Performance Modeller has helped
us to create an agile and effective system
to manage sales performance on a daily
basis. It was difficult to find a solution which
can give scalability with reliability while
keeping costs under control. It has proven
to be a perfect partner in helping us create
a flexible strategy execution platform we
always wanted.
“
“
Ittira Davis - COO & Head of Transition,
Ujjivan Financial Services Ltd.
As we get set to launch our banking operations,
customer engagement and satisfaction is our
top priority. And we wanted to take-off quickly.
We chose CRMNEXT’s Assisted Bank-in-a-Box
solution because of synergies in the product’s
offerings and our vision. Ujjivan will be focusing
highly on mobility solutions and will implement
mobile technology using mobiles and handheld
devices to reach the rural customers.
“
“

12. We Deliver Success
Improvement in
Service Quality
Reduction in average
service turnaround time
Increase in
First time resolution rates
Increase in
Net Promoters Score
Branch cases are enabled
for straight through
processing for instant
fulfilment
Improvement in
Straight-through-
processing
Improvement in
Customer Loyalty Index
Improvement in First
Touch Resolutions
Improvement in Service
TAT
52% 90% 250%
42% 50% 80%
86% 85% 70%

13. Working With Thought Leaders Globally
Contact: sales@crmnext.com
 www.crmnext.com | B highimpactcrm.com | L @crmnext
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