One of India's first new-generation banks faced significant challenges in customer communications. With innovation at its core, the bank introduced 250 features to enhance the customer experience. Operating with over 5,700 domestic branches, this leading digital-first bank offers a wide range of digital products to grow its customer base.

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Customers make numerous transactions every day through various terminals and touchpoints. It’s essential for banks to communicate these transactions to their customers regularly. The challenge is that customers also expect personalized service with many self-care or DIY features.

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The bank recognized the need to centralize communications, improve customer experiences, and create new business opportunities. Additionally, the bank aimed to optimize communications to minimize redundancy and enhance governance and regulatory controls.

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The Challenges

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The bank handles around 2.75 million transactions per minute and manages almost 500 to 1000 data points per customer. Given the scale of digital communications, our team identified several Communication challenges faced by the Bank:

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• Regulatory Penalties
• Redundant Communications
• High IT Operation Costs
• Revenue Leakage
• Dissatisfied Customers

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The Solution We Delivered

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With UniServe™ NXT, the Intense team provided:

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• Centralized Communications: Facilitated an integrated approach across multiple business lines and communication channels with unified governance.

• Seamless Integrations: Achieved a comprehensive view of customers from 250+ disparate systems, enabling a communication strategy that prioritizes customer-centric business practices.

• Strict Regulatory Compliance: The solution ensured strict compliance with RBI regulations, mitigating legal penalty risks and enhancing trust and reputation.

• Effective Omnichannel Communications: The solution ensured consistent branding across all communications and integrated all touchpoints, effectively eliminating defaults and lapses.

• AI-Driven Analytics: By leveraging send-time optimization and AI-analytics-driven monitoring, the bank effectively tracked communication through engagement metrics like delivery rate and latency, enabling continuous process improvement and ensuring customer satisfaction.

• Revenue Enhancement: A single view of the customer enabled the bank to streamline incremental revenue generation through effective up-sell and cross-sell campaigns.

• Effortless Template Creation: Equip users to create rich templates with a GUI-based designer and drag-and-drop features, enhancing the effectiveness and freshness of every communication.

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The collaboration between Intense Technologies and India’s one of the largest private sector banks highlights the transformative impact of strategic tech integration and process optimization in communication governance. By eliminating redundancy, enhancing compliance, and personalizing interactions, the bank achieved greater efficiency, customer satisfaction, cost savings, and revenue growth.

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Download the Case Study that highlights the revolutionary impact of innovative digital customer engagement solutions in the banking sector, setting a new benchmark for customer communications.

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